PropertyMe Hiring for Customer Support Specialist at Sydney, New South Wales, Australia Full Time

Join the National Leader in Cloud-Based Property Management

PropertyMe is Australia’s #1 property management platform with over 5,000 real estate agencies and 1.5 million properties on the platform.

Our high-performing Customer Support team helps drive continued massive growth year on year. An opportunity has arisen for an experienced and talented Customer Support Specialist to join our team.

Our Story: 🏡

PropertyMe is on a mission to build the easiest, simplest and most user-friendly property management software in the country, and we’re already halfway there!

From humble beginnings in 2013, we’re a bootstrapped tech startup that had a vision of an easy-to-use cloud-based software that can make even the toughest of rental portfolios easier to manage.

Since then, we’ve amassed 53% of the market share to become the largest and most complete cloud property management platform in Australia and New Zealand.

We now assist the real estate industry with:

• Processing over $1 billion every month
• Facilitating over 4.1 million conversations
• Coordinating over 1.1 million inspections every year.

We’ve hustled from the start, and with incredible vision from the founders, we’ve managed to get to this point with no funding. The only ones investing in our future are us, and the world’s our oyster!

Your Mission: 🚀

Our Customer Support specialists provide the PropertyMe community with outstanding levels of support in their day-to-day use of PropertyMe products. They provide a timely first point of contact for inbound support in a dynamic support desk environment. You will be challenged on a daily basis, and be encouraged to think outside the box, to develop an understanding of our customer, and their real estate needs.

If you want to be a key contributor to a high-performing team, this is your chance. We want you to bring your previous experience and help us continue building a supportive and customer-focused culture that champions quality and collaboration. Our support team is continually working to advocate on behalf of our customers and to provide solutions and essential feedback to our product and engineering teams.

The role of a Customer Support Specialist :

• First point of contact for inbound support enquiries (responses via phone, email & chat)
• Respond to questions drawing on the PropertyMe knowledge base
• Triage requests and apply the most appropriate course of action
• Provide well composed, spelling & grammatically correct email and chat responses
• Keep comprehensive notes of all conversations with customers in our ticketing software (ZenDesk)
• Support and embrace any new customer service initiatives introduced by PropertyMe as required

Who are you? You consider yourself…

• An advocate for the customer – committed to providing a high level of support
• A natural communicator – excellent written, verbal and customer service skills
• Team player, great work ethic and ability to work in a dynamic, fast-moving environment
• Hungry to learn – fast and willing to learn new skills
• An active listener – the ability to understand the customer and provide a customer-centric solution
• A problem solver – you enjoy sinking your teeth into assisting our customers resolve their issues on a daily basis
• Lover of technology – happy to champion new technology and promote its benefits

Experience

• Previous experience in Property Management, Real Estate or Trust Accounting is a must
• Demonstrated experience providing phone and email support within a high volume and demanding support centre environment.
• Effective troubleshooting and problem-resolution skills with the ability to use active listening and questioning techniques to gain an understanding of customer needs
• Customer service-focused mindset, acting with customer needs in mind using information to suggest improvements in products and services
• Use critical thinking skills to handle complex customer issues with confidence, patience, and poise to deliver a world-class customer experience
• Proven organisational and time management skills; concentrating efforts to prioritise effective and efficient use of time
• Familiarity using a ticketing/CRM system, Zendesk experience would be advantageous

The Benefits and Perks

• A nurturing and empowering team to help you reach your full potential
• Hybrid work environment 2 days from office
• Beautiful office in Sydney CBD
• Vibrant culture
• Regular milestone parties
• Job security working for one of Australia’s leading PropTech companies

It’s uncertain times at the moment, but there’s nothing uncertain about the opportunity here at PropertyMe, we’re building something special and we want to chat to you about joining us, no matter your background. Apply now or check out our People & Culture team on LinkedIn, we’re always open for a chat!