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
Contribute to the development of support resources by building out and maintaining the knowledge base, as well as creating clear and engaging help videos

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

Customer Support Specialist

Key skills