- Act as the first point of contact for inbound support enquiries via phone, email and chat
- Respond to customer questions using the PropertyMe knowledge base
- Triage requests and apply the most appropriate course of action
- Provide well-composed, spelling- and grammatically-correct email and chat responses
- Maintain comprehensive notes of customer conversations in Zendesk
- Support and embrace new customer service initiatives
- Develop and maintain the support knowledge base
- Create clear and engaging help videos
- Advocate for customers and provide feedback to product and engineering teams
- Identify upsell opportunities and support customer retention objectives

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, demanding support centre environment
- Strong commitment to making timely customer phone calls to resolve issues, provide updates, and ensure a positive customer experience
- Experience identifying upsell opportunities and recognising early warning signs of churn through customer interactions
- Effective troubleshooting and problem resolution skills
- Ability to use active listening and questioning techniques to understand customer needs
- Customer service-focused mindset




- Critical thinking skills to handle complex customer issues
- Proven organisational and time management skills
- Familiarity with a ticketing/CRM system; Zendesk experience would be advantageous
- Excellent written, verbal and customer service skills
- Ability to work in a dynamic, fast-moving environment
- Willingness and ability to learn recent skills

Core Competencies

Demonstrates expertise in customer support within Property Management and Real Estate, utilizing effective communication and problem-solving skills to enhance customer satisfaction and retention. Proficient in using Zendesk for managing customer interactions and developing support resources.

Highest-signal resume keywords

- Property Management Experience
- Zendesk Proficiency
- Customer Service Skills
- Problem Resolution Skills
- Upsell Opportunity Identification

Hard Skills

- Customer Support
- Email Support
- Phone Support
- Knowledge Base Development
- Help Video Creation
- Triage Requests
- Active Listening
- Critical Thinking
- Time Management

Soft Skills

- Customer Service-Focused Mindset
- Effective Communication
- Organizational Skills

Industry Keywords

- Real Estate
- Trust Accounting
- Customer Retention
- High-Volume Support Centre

Tools & Technologies

- Zendesk
- CRM Systems

#J-18808-Ljbffr

📌 Customer Support Specialist (New South Wales)
🏢 Jobtailor
📍 New South Wales