Job Description
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Act as the first point of contact for inbound support enquiries via phone, email and chat
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Respond to customer questions using the PropertyMe knowledge base
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Triage requests and apply the most appropriate course of action
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Provide well-composed, spelling- and grammatically-correct email and chat responses
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Maintain comprehensive notes of customer conversations in Zendesk
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Support and embrace new customer service initiatives
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Develop and maintain the support knowledge base
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Create clear and engaging help videos
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Advocate for customers and provide feedback to product and engineering teams
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Identify upsell opportunities and support customer retention objectives
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Requirements
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Previous experience in Property Management, Real Estate or Trust Accounting is a must
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Demonstrated experience providing phone and email support within a high-volume, demanding support centre environment
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Strong commitment to making timely customer phone calls to resolve issues, provide updates, and ensure a positive customer experience
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Experience identifying upsell opportunities and recognising early warning signs of churn through customer interactions
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Effective troubleshooting and problem resolution skills
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Ability to use active listening and questioning techniques to understand customer needs
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Customer service-focused mindset
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Critical thinking skills to handle complex customer issues
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Proven organisational and time management skills
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Familiarity with a ticketing/CRM system; Zendesk experience would be advantageous
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Excellent written, verbal and customer service skills
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Ability to work in a agile, fast-moving environment
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Willingness and ability to learn new skills
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Core Competencies
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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.
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Highest-signal resume keywords
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Property Management Experience
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Zendesk Proficiency
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Customer Service Skills
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Problem Resolution Skills
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Upsell Opportunity Identification
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Hard Skills
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Customer Support
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Email Support
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Phone Support
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Knowledge Base Development
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Help Video Creation
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Triage Requests
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Active Listening
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Critical Thinking
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Time Management
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Soft Skills
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Customer Service-Focused Mindset
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Effective Communication
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Organizational Skills
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Industry Keywords
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Real Estate
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Trust Accounting
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Customer Retention
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High-Volume Support Centre
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Tools & Technologies
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Zendesk
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CRM Systems
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📌 Customer Support Specialist (New South Wales)
🏢 Jobtailor
📍 New South Wales