Customer Service Representative

Job Position:

HomeAway Australia Customer Service Representative

 

Job Description:

The Global Customer Experience Team has created a new CustomerService Representative role focused on delivering a world-class customerexperience for owners, travelers and property managers.  This position will work directly with multipleHomeAway Australia teams with an eye towards helping on organization achieveoperational excellence.  Effectivecustomer case handling and top-notch customer satisfaction will be criticalsuccess criteria for this role. The Customer Service Representative will reportdirectly to the Customer Experience Team Lead in a fun and supportiveenvironment. Working effectively in a matrixed environment you will be able todeal with many customers both internal and external and be keen to developmultiple skill sets and challenge yourself in a high change environment

 

Key Responsibilities:

  • Be a customer service guru, supporting travelers, owners, and property managers by providing excellent service via phone and e-mail contacts
  • Stay up-to-date on product changes in order to provide accurate and thorough support
  • Advocate for customer needs by suggesting customer experience improvements 
  • Be a team player in a fun and dynamic work place
  • Think outside the box and be a proactive in workplace change
  • Effectively deal with job stress and upset customers
  • Meet appropriate productivity and quality levels in support of world-class service standards
  • Build positive rapport and communicate appropriately with different personality types
  • Ability to deal with a wide variety customer situations with empathy and understanding
  • Ability to work a variety of shifts during hours of operation

 

Skills Required:

·       2+ Years of customer service experience,preferably in a contact center

·       Demonstrated experience with MS Office Suite andCRM systems required

·       Minimum typing skills of 45 wpm

·       Industry pluses: classified listings websites,travel websites, online advertising, or B2C websites

·       Questioning and listening skills that supporteffective communication

·       Strong judgment to handle special telephonetasks like call transfers, taking messages, call backs, holds, interruptions,and unintentional disconnects

·       Resiliency to effectively deal with job stressand upset customers

·       Ability to build positive rapport, communicateappropriately with different behavior, and apply appropriate control ofcustomer contacts

·       Ability to adapt quickly to product andprocedure changes

·       Must be detail- and service-orientated

·       Moderate supervision needed; demonstratesinitiative to handle more tasks independently

 

Location:

·       Sydney, Australia

·       Less than 10% travel annually 


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