Customer Service Representative

The role is focused on delivering a world-class customer experience primarily for our Property Managers, with additional focus on providing billing support for property owners and travellers. The team work 3 different shifts between the hours of 8– 6, Monday to Friday, with public holidays awarded. Effective customer case handling and top-notch customer satisfaction will be a critical success criteria for this role and the Customer Service Representative will report directly to the Customer Service Manager for Stayz, HomeAway Australia and HomeAway NZ. Key Responsibilities:·        Support property managers by providing excellent service via phone and e-mail contacts·        Providing billing support to property managers, owners and travellers·        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 proactive in workplace change·        Adhere to and excel in 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 centre·        Demonstrated experience with MSOffice Suite and CRM systems required·        Minimum typing skills of 45 wpm·        Industry pluses: classified listings websites, travel websites, online advertising, or B2B websites·        Questioning and listening skills that support effective communication·        Strong judgment to handle special telephone tasks like call transfers, call backs, holds, interruptions, and unintentional disconnects·        Ability to build positive rapport,communicate effectively and control calls·        Ability to adapt quickly to product and procedure changes·        Must be detail- and service-orientated

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