Customer Support Officer

Company

The Real Estate Institute of NSW (REINSW) is a leading membership association, representing and working with real estate agents across NSW.

Employing 41 people, we provide a range of services and products designed to help agents do their jobs better.

This includes nationally-accredited training of real estate agents, practical advice and information on the application of legislation and regulations, and the sale of a range of services to support the real estate industry.

REINSW has invested heavily in technology to help our people be at their most effective. All team members have a laptop to facilitate flexible working, and use systems such as Zoho, iMIS (a leading association CRM), Microsoft Office365 and Zoom Phone.

We are based near Hyde Park in Surry Hills in a newly-renovated heritage-listed office. Our team love the open-plan environment, variety of working areas, and the sit-to-stand desks! 

The Role

As part of the Training team your role is to support customers from their first enquiry to ensure that they have the right information in a reasonable timeframe to help them enrol with REINSW. 

Your duties include  - 

• Ensuring you have a strong knowledge of our training products and processes

• Answering phone calls, emails and live chat enquiries in line with our service level targets

• Providing prompt and correct information to maximise our “first call resolution” performance

• Identifying issues around systems and information that need attention to minimise repetitive queries

• Helping to build FAQ materials to display on the website to help enquirers to “self serve”

• Direct existing Learner enquiries directly to the correct Training team member

• Updating our Learner database.

About you

• MUST be an Australian citizen or Permanent Resident

• Experience in RTOs and/or real estate would be a bonus

• Sound skills in MS Office, CRMs and the internet, and a strong interest in using technology to improve efficiencies. Experience with Zendesk would be ideal.

• Excellent time management skills

• Excellent communication skills

• Passionate about providing excellent customer service

• Team player

• Confident in performing inbound and outbound calls

• Keen to study and progress

What's in it for you

• Competitive salary

• 23 days of annual leave

• Financial and study-time support for professional training, for example the CPP41419 - Certificate IV in Real Estate Practice or the TAE40122 - Certificate IV in Training and Assessment

• Career opportunities - the previous role holder has just been promoted internally

• Modern systems to help you be more efficient

• Flexible working arrangements between office and home

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How to apply

• Apply online including your resume and cover letter (only applications including a covering letter will be considered)