Act as the first point of contact for inbound support enquiries via phone, email and chatRespond to customer questions using the PropertyMe knowledge baseTriage requests and apply the most appropriate course of actionProvide well-composed, spelling- and grammatically-correct email and chat responsesMaintain comprehensive notes of customer conversations in ZendeskSupport and embrace new customer service initiativesDevelop and maintain the support knowledge baseCreate clear and engaging help videosAdvocate for customers and provide feedback to product and engineering teamsIdentify upsell opportunities and support customer retention objectivesRequirementsPrevious experience in Property Management, Real Estate or Trust Accounting is a mustDemonstrated experience providing phone and email support within a high-volume, demanding support centre environmentStrong commitment to making timely customer phone calls to resolve issues, provide updates,



and ensure a positive customer experienceExperience identifying upsell opportunities and recognising early warning signs of churn through customer interactionsEffective troubleshooting and problem resolution skillsAbility to use active listening and questioning techniques to understand customer needsCustomer service-focused mindsetCritical thinking skills to handle complex customer issuesProven organisational and time management skillsFamiliarity with a ticketing/CRM system; Zendesk experience would be advantageousExcellent written, verbal and customer service skillsAbility to work in a energetic, fast-moving environmentWillingness and ability to learn new skillsCore CompetenciesDemonstrates 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 keywordsProperty Management ExperienceZendesk ProficiencyCustomer Service SkillsProblem Resolution SkillsUpsell Opportunity IdentificationHard SkillsCustomer SupportEmail SupportPhone SupportKnowledge Base DevelopmentHelp Video CreationTriage RequestsActive ListeningCritical ThinkingTime ManagementSoft SkillsCustomer Service-Focused MindsetEffective CommunicationOrganizational SkillsIndustry KeywordsReal EstateTrust AccountingCustomer RetentionHigh-Volume Support CentreTools & TechnologiesZendeskCRM Systems
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📌 Customer Support Specialist (Sydney)
🏢 Jobtailor
📍 Sydney