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 energetic, fast-moving environment
Willingness and ability to learn new 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-*****-Ljbffr

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