Customer Service Manager

If you’ve ever rented a property as a landlord or as a tenant and thought ‘there has to be a better way’ then this role is for you!

We’re looking for a full-time Customer Service Manager to help our customers and support our accelerated growth. The position will be based in our Bondi Junction office. Our NPS is consistently above 70%, we have a large and loyal base of customers, and we want to keep these incredibly high standards of service and support as we grow.

We're after someone excited by the prospect of joining a PropTech business, who loves helping people and going the extra mile to make sure we exceed customer expectations. You’ll develop a deep understanding of the RentBetter platform and will be able to help solve problems with our customers.

About the role:

A typical day will see you take on some of the following:

• Developing guidelines for the customer support team and ensuring that the relevant policies are in place to support customers
• Supporting the team to respond to customer needs via chat, email or phone
• Managing continuous improvement of customer service metrics
• Owning the customer journey from start to finish to ensure the customer outcome is achieved and that they resolve any issues
• Providing direction to the team to ensure complex issues are escalated and logged accordingly for further enhancement of policies and procedures
• Sharing product information, articles, helpful tips and industry research with customers
• Enhancing our knowledge base and our product by identifying gaps in information and creating new documentation or processes as required           

About You:

You enjoy new challenges, are fast on your feet, and able to handle multiple tasks and priorities without getting flustered. You like helping people and have been waiting for the right opportunity to present itself so you can: 

• Help solve customer inquiries, and then use that knowledge to help other customers solve it for themselves
• Focus on the details and make sure nothing is overlooked and customers are getting the right outcomes
• Learn new things, and also adapt to new scenarios as the product or customer circumstances change
• Relevant qualifications at Diploma level or higher is desirable
• 3 years + of relevant work experience 

Salary will be between $79,000 - $89,000 plus superannuation depending upon experience.

Customer service, real estate or technology industry experience will be beneficial, and if you are keen to apply, please send your resume as an expression of interest.