Customer Support Advisor

• Make an impact solving problems in a collaborative, supportive team!

• Enjoy varied and interesting work in a hybrid environment!

• Permanent full time role based in Sydney

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 Financial Services’ departments’ purpose is to offer home finance and other financial services to those using realestate.com.au for their property search. Given the opportunity of the size of that audience, the FS vision is to integrate a consumer’s property search with finance though a world class digital seamless process. This will be achieved by building innovative consumer search and property finance application experiences that integrate the mortgage distribution channels of digital, phone and face to face.

The financial services team is accountable for strategy development and execution, working with our banking and mortgage broker partners to build our capability and product offerings, leading sales management and engaging across the other lines of business in REA.

The Broker Servicing Team supports our mortgage brokers and customers to create positive property and finance experiences. Reporting to the Team Leader, the Customer Support Advisor will provide first level support for resolution of user calls and tickets within the Mortgage Choice business. You will use your strong technical skills, and excellent customer service attitude to provide quality support to all users while maintaining integrity and confidentiality.

What the role is all about

• Provide excellent proactive customer service to franchisees (our clients) via tickets, phone and remote log-ins, in a timely manner to service issues and requests

• Adherence to SLAs and prioritisation of tickets

• Ensure that incident tracking tickets are kept updated with status events

• Accurately escalate when appropriate to ensure problems or requests are communicated effectively and receive proper attention

• Maintain accuracy when completing data collection, lead allocation and system updating

• Install, configure, and upgrade client hardware and software according to Mortgage Choice standards

• Provide database support, including resolution of remote connectivity and replication issues

• Analyse and troubleshoot specific hardware and software issues

• Provide user orientation and training

• Identify training opportunities for internal customers and report to Service Delivery Lead

• Actively interact with HelpCentre platform and update existing articles or create new articles

• Protect Mortgage Choice’s information assets from loss or damage

• Attend regular departmental, team and project meetings

• Onboarding/offboarding of users

• Any other tasks as directed by management

Who we’re looking for

• Experience in a similar fast paced and ever changing call centre or customer support service role (both inbound and outbound calls) - IT experience is highly desirable
• Experience of any ticketing system, Google Suite as well as other standard software offerings
• Someone with bright energy who brings a warm and positive phone manner with customers
• Basic IT security knowledge is beneficial
• 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!
• Exceptional communication skills that can be tailored to a wide range of different stakeholder needs with demonstrated ability to deliver a service that promotes customer loyalty and advocacy
• Experience in a similar lending environment is highly beneficial

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!

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