PropertyMe

Customer Support Specialist

PropertyMe

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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About the role

  • First point of contact for inbound support enquiries (responses via phone, email & chat)
  • Respond to questions drawing on the PropertyMe knowledge base
  • Triage requests and apply the most appropriate course of action
  • Provide well composed, spelling & grammatically correct email and chat responses
  • Keep comprehensive notes of all conversations with customers in our ticketing software (ZenDesk)
  • Support and embrace any new customer service initiatives introduced by PropertyMe as required
  • Contribute to the development of support resources by building out and maintaining the knowledge base, as well as creating clear and engaging help videos

Requirements

  • Previous experience in Property Management, Real Estate or Trust Accounting is a must
  • Demonstrated experience providing phone and email support within a high volume and demanding support centre environment
  • Effective troubleshooting and problem resolution skills with the ability to use active listening and questioning techniques to gain an understanding of customer needs
  • Customer service focused mindset, acting with customer needs in mind using information to suggest improvements in products and services
  • Use critical thinking skills to handle complex customer issues with confidence, patience, and poise to deliver a world class customer experience
  • Proven organisational and time management skills; concentrating efforts to prioritise effective and efficient use of time
  • Familiarity using a ticketing/CRM system, Zendesk experience would be advantageous
Benefits
  • Hybrid work environment
  • Regular milestone parties
  • Job security working for one of Australia's leading PropTech companies
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem resolutionactive listeningquestioning techniquestime managementorganisational skills
Soft Skills
customer service mindsetcritical thinkingpatiencepoiseeffective communication