Customer Support Consultant – Expressions of Interest (WA)

• Bring your passion for people and enthusiasm to provide excellent customer service

• We are certified carbon neutral and committed to reducing our impact on the environment

• Expressions of interest for a permanent role based in Perth
   

Please note: This is an expression of interest only, so you may not hear from us until we have availability.

We're REA

REA Group  is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
 
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centered around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Role and team

The Customer Support Consultant is the front-line customer service interface for REA Group’s customers, consumers, and internal stakeholders. We are looking for expressions of interest to join our close-knit team in Perth. You will be joining a team who are passionate about service and the loyalty of our customers. You will help us with a wide range of enquiries, from helping our users navigate our systems, to responding to phone, email and web chat-based enquiries. If you have the drive to learn we will provide you with the training and support to thrive. 

Day to day of the job

• Resolving enquiries with our customers via phone, email and web chat in an empathetic, professional and timely manner

• Balancing customer demand and multi-tasking in a fast-paced customer contact environment

• Working as part of a high performing team, driving for performance excellence

• Communicating with colleagues across all levels of the organisation, influencing to find the best customer outcome

• Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence

• Providing thoughtful and insightful feedback to improve REA products and services

• The digital stuff, being tech-savvy comes naturally to you. We use a variety of systems, such as Zendesk and Slack (previous experience with these would give you bonus points)

Who we’re looking for

• Runs on the board: experience in a customer facing environment that is fast-paced and ever changing

• Exceptional communication skills with demonstrated ability to deliver a service that promotes customer loyalty and advocacy

• Strong customer centricity, the ability to showcase your resilience when dealing with challenging situations

• Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset

• A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making

• Someone who is tech savvy, loves to work in a digital environment and is keen to learn new things

• A team player: the ability to support others while having a bit of fun!

• Minimum 12-month commitment to the role

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
 

We offer: 

• A hybrid and flexible approach to working - https://rea.to/hybrid-working  

• Flexible parental leave offering for primary and secondary carers 

• Programs to support mental, emotional, financial and physical health & wellbeing

• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.

• Hack Days so you can bring your big ideas to life  

• Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. It takes all kinds of people to help us think differently, drive innovation, and meet the diverse needs of our customers and consumers. We believe diverse teams are the best teams and we encourage a workplace where everyone can be themselves. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?