NEX Building Group Hiring for Customer Service Representative at Sydney, New South Wales, Australia Full Time

• Join with the most trusted residential builder
• Provide customer care atall stages of the new home build journey
• Norwest location I 5 days on, 2 days off (coverage includes weekends)

The NEX Building Group is a diverse and expanding organisation with over 1000 passionate employees whose purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home building group. Our iconic brands include McDonald Jones Homes, MOJO, Supaloc Steel Frames, Weeks, Wilson, and Brighton Homes.

From architecturally designed first homes and multi-residential projects to luxurious residences and investment properties, we strive to set the benchmark in the new home building industry while ensuring that our people and our customers are at the centre of everything we do along the way.

About the opportunity

Our Customer Care Consultants to the Customer Central Team Leader and are part of the NEX Group Customer Central team based at our Norwest office. As part of this team, your focus will be to triage customer enquiries, qualifying and nurturing sales enquiries across multiple communication channels (phone, email, CRM, live chat) and throughout all stages of the customer journey. More specifically, your responsibilities will include:

• Managing phone calls from our customers at various stages of their new home build journey and assisting with query resolution or transition to the appropriate team
• Engaging with new customers with the goal of understanding customer needs, collecting customer data and creating a warm transfer to our sales teams
• Working with relevant internal stakeholders to understand and facilitate resolution of customers concerns or queries
• Ensuring customers are kept up to date and informed of the status of their concern or query on a regular basis and communicating outcomes to them in a manner that enhances the relationship
• Capturing all relevant communication, progress updates and notes in the CRM to enable transparency and ing
• Proactively identifying issue trends and alerting key stakeholders to allow pre-emptive resolution
• Establishing a strong relationship with key stakeholders at all levels to enable collaborative improvements to the customer experience and issue resolution process

About you

You will share a passion for our purpose and be aligned to our core values. In addition, you will demonstrate:

• A positive, proactive, and collaborative attitude
• A genuine curiosity and focus on how to improve the customer experience with strong issue resolution skills
• Problem solving skills and the ability to identify trends, patterns, and possible solutions to customer issues
• The ability to pick up new systems and processes quickly
• Exceptional written and verbal communication skills
• Intermediate to advanced Microsoft Office Skills, CRM experience and experiences fielding live chat enquiries is desirable

Our commitment

We believe that our employee community is a key strength of our organisation and we aim to attract the best talent to achieve our strategic goal of being Australia’s number one leading home building group and Employer of Choice in our sector. Our leaders create inclusive teams and value the individual contributions of our employees. We value safety and integrity, and we lead the way in innovation and building better.

Interested?

The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and pre-employment medical.

Apply today!

If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better lives, click on the APPLY button. To find out more about NEX Building Group go to NEX Building Group and McDonald Jones Homes or follow us on LinkedIn.