Join a collaborative team and deliver great customer experiences!
Solve different problems every day and enjoy great learning opportunities!
Permanent full time role based in Richmond
We're REA
With bold and ambitious goals, REA Group is 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 centred 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 have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits in
The Customer Support team sits within our Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning.
The Customer Support Consultant is the front-line customer service interface for REA Group’s customers, consumers and internal stakeholders. You will be joining a team who are passionate about service and the loyalty of our customers.
What the role is all about
Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner
Be digitally-savvy, we use a variety of systems, such as Zendesk, Slack, Salesforce (previous experience with these would give you bonus points)
Balance customer demand and multi-tasking in a fast-paced customer contact environment
Work as part of a high performing team, driving for performance excellence
Communicate 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
Provide thoughtful and insightful feedback to improve REA products and services
Who we’re looking for
1+ years’ experience in a similar corporate, call centre environment that is fast-paced and ever changing
Someone with strong technical proficiency; with proven ability to multitask, utilising multiple systems while on the phone with customers
Experience in real estate roles like leasing consultant, property manager or similar are highly beneficial
Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy
Experience resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs
Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset
Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset
Demonstrated growth mindset and enthusiasm for learning
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.
Some of our Perks & Benefits include:
A hybrid and flexible approach to working
Flexible leave options including, birthday leave and purchase additional leave
Flexible parental leave offering for primary and secondary carers
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
Hackdays so you can bring your big ideas to life
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. 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.
Join our Talent Neighbourhood
Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!
#LI-HYBRID
Skills Required
- At least 1 year of experience in a similar corporate or fast-paced call centre environment
- Strong technical proficiency and ability to multitask across multiple systems while speaking with customers
- Experience delivering excellent customer service through clear communication, positive language, active listening, and empathy
- Experience resolving customer problems through analysis, decision-making, persuasion, and adaptability
- Resilience, accountability, continuous improvement mindset, growth mindset, and enthusiasm for learning
- Experience with Zendesk, Slack, or Salesforce
- Experience in real estate roles such as leasing consultant or property manager
What We Do
REA Group (ASX: REA) is a leading digital business with more than 2,800 people working towards changing the way the world experiences property. We help people with all aspects of their property experience – not just buying, selling, and renting. We deliver unparalleled value to our customers with a suite of un-matched integrated products and services while providing access to the largest and most engaged audience of Australian property seekers. Our unique consumer experiences cover every stage of the property journey offering the richest content, data and insights, property valuation estimates and home financing solutions. REA is focused on supporting a sustainable future is a Climate Active certified carbon neutral organisation. Our people are the key to our success and come to work every day living our values. They are purpose driven and collaborate, which drives our innovative culture.
