Customer Experience Partner

• Software / platform support for Real Estate Agency clients.
• Inbound technical / account queries via phone, email, chat and tickets.
• Hybrid working, sociable team and career development opportunities.

About the Role

As a Customer Experience Partner and under the wing of an experienced Operations Leader, you will be an important pillar of technical support and product knowledge to our Real Estate agency clients that are valuable customers of our core products - from our property listings platforms through to our data-driven Agent solutions.

In this busy role, you will assist with all manner of technical and account-related enquiries from the simple to the complex - everything from helping clients update their listings, to troubleshooting platform issues and providing internal support to other teams within Domain.

Sitting within an experienced and close-knit team in our Pyrmont office, this is an opportunity for a passionate and resilient problem-solver to plug into a sociable team culture, with plenty of opportunities for career progression through our bespoke development plans.

Why Join Us:

We're the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

• Our much-loved approach to flexible and remote working;
• Paid wellness days and opportunities to work from overseas;
• Mentoring and leadership programs, with access to Learning & Development tools;
• Paid parental leave up to 20 weeks, and support for working parents;
• 4 days Volunteer leave to give back to the community;
• Regular social events including our famous Innovation Days.

In a typical day you can expect to:

• Provide technical and account-related support to Real Estate agents (and some general consumers) with varying levels of complexity.
• Manage inbound enquiries via phone, email, live chat and JIRA tickets, such as support to create listings, resolve photo upload issues, and escalate where necessary.
• Maintain strong customer satisfaction and loyalty by being a valuable source of specialist product knowledge, helping them get the most out of our platforms.
• Identify process and product improvements from client feedback that will help to deliver on company strategy.
• Provide technical support to our internal Sales and Implementation teams when needed.
• Expand your knowledge to become an industry expert within the Real Estate / Developer space.

Who We Are

Domain Group is a leading Australian property marketplace made-up of a portfolio of brands across data insights, products and technology solutions. Headquartered in Sydney, we are a group of over 1200 passionate and innovative tech professionals united in our purpose to inspire confidence in life's property decisions, providing a one-stop-shop of solutions found only on Domain.

As we change the way people engage with property, we need diverse thinkers to help us.

Our Ideal Person:

ESSENTIALS:

• Previous experience in fast-paced customer service / tech support roles.
• A passion for delivering great customer experience.
• Excellent communication skills with an enthusiastic, positive approach.
• Resilient and empathic in nature
• Excellent problem-solving skills.
• A high level of confidentiality.

NICE TO HAVES:

• Experience supporting tech platforms within the SaaS industry (highly preferred).
• Contact centre experience (highly preferred).
• Experience in support roles for Real Estate, Online Sales or Advertising Sales.
• Basic knowledge of coding, XML, json or HTML.

Who We Are

Domain Group is a leading Australian property marketplace made-up of a portfolio of brands across data insights, products and technology solutions. Headquartered in Sydney, we are a group of over 1200 passionate and innovative tech professionals united in our purpose to inspire confidence in life's property decisions, providing a one-stop-shop of solutions found only on Domain.

As we change the way people engage with property, we need diverse thinkers to help us.

What's Next?

We'll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there's a match, one of our recruitment consultants will reach out-so keep your phone handy! We're genuinely excited about the chance to work together and make a meaningful impact.

Equity, Diversity & Inclusion

Domain Group is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we're here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at [email protected] or leave a message on 1300 858 356 and we will get back to you.