Customer Support Specialist - Melbourne, Australia - Property Exchange Australia Limited

Property Exchange Australia Limited

Verified Company

Melbourne, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Hi, we're PEXA

We know you'll Google us before applying, so we'll keep this brief. Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA's worldfirst digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.

Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents.

We're still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers.

That's why, we're looking for ambitious people like yourself to join the team.

About the Role

What you'll be doing:

-
Inbound Customer Support:

Respond to, monitor & manage inbound support enquiries and incidents, ensuring communication with all customers is maintained to a high level and in a professional and timely manner;
Provide customers with answers, solve complex problems & step up and perform in challenging situations;
Take pride in managing interactions from start to finish
Amazing customer experiences are what we are all about
Be a trainer, a coach, a troubleshooter and everything in between. We do whatever it takes to get the job done in line with our company values;
Liaise with 2nd and 3rdlevel support and/or key business partners to ensure customer requirements are met efficiently and effectively in order to resolve member problems;

- o Proactively manage service levels;
- o Escalate as required where service levels are at risk;
- o Keep customers informed throughout the problem-resolution process & notify them of impending changes or agreed outages;
- **User Training**:

Provide on
the
spot training to inbound callers through:
Walk through access to PEXA;
Online Quick Reference Guides and Job Aids;
Online Help;
Ensure User training maintenance and updating to ensure the currency of the training material content.

-
Complaints/Disputes Handling:

Follow & implement complaints/resolution handling procedures to achieve a firstcall resolution or escalate where necessary. Sometimes things may not go to plan, and when they don't, we need to be responsive, empathetic and solution focussed.

-
Collaboration with Key Business Partners:

Build your network of contacts and maintain relationships with key internal business teams and integrated service partners to enhance the customer experience. These include financial institutions, land titles offices and state revenue offices nationwide.

What you'll bring to the table:

Previous experience in a customer-focused environment;
Experience within legal/conveyancing or technology industries is highly regarded;
Excellent Communication (written & verbal) and interpersonal skills;
Strong initiative and drive;
Strong problemsolving & decision making;
Exceptional attention to detail;
Thrives under pressure;
Strong time management and organizational skills;
Networking & building relationships with key stakeholders/teams;
Proactive and flexible;

LI-AN1

A career at PEXA starts with you

If you think you have the required skills, an appetite to learn and would be a great fit, we'd love to hear from you even if you don't tick all the boxes. At PEXA we support your growth and help you discover your full potential.

Why join us

Flexibility is in our DNA, with no set days office days work from any location in Australia
Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge
We know that work is just one aspect of your life. That's why we offer up to 12 weeks 'workcation' for you to extend personal travel time and work remotely
Take the opportunity to purchase up to four weeks additional annual leave per year
Learn from the best and upskill with PEXA Academy certifications and grow your career

Our commitment to our people and a better future

At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With marketleading benefits that make a difference, we're committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique We couldn't be prouder to have a team that reflects the richness of our wider community.
We're a proud

'Circle Back Initiative' Employer and commit to responding to every applicant.

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