Domain
Customer Experience Partner
Our purpose is to inspire confidence in life’s property decisions and we deliver to this by offering a suite of products and solutions for every step of the property journey.
Customer Support
Full-time
Hybrid | Melbourne, VIC, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Domain
Domain Group is a leading Australian property marketplace made-up of a portfolio of brands. We are united in our Purpose to inspire confidence in life’s property decisions. Our brands offer products and solutions to consumers, agents, and parties interested in property across every step of their property journey. Through our digital solutions, we reach an average of 7.7m Australians each month.*
What we do gets right to the heart of who Australians are. It’s more than just listings, buying and selling. It’s about everything in between – the experiences that inspire confidence, and the parts that provide context, so that no matter what side of the fence people sit on, they can make the right property decisions.
At Domain Group we’re building what you might call the incredible find – the right size, space and environment for you to love what you do and who you do it with. With us you’ll make your mark and make a difference. And you’ll be part of an inclusive team of unique individuals that are inspired by the opportunity that sits before them.
Domain Values: ● Open Minds, Open Doors ● Have Adventures ● Leap, Grow, Repeat ● Passion is Contagious
About the role
As a Customer Experience Partner, you bridge the gap between the customer and the developers, ensuring our product is meeting customer needs. This role is essential to guarantee that our customers are having a seamless experience not only with the platform but also with the people that support it. You are someone who has a passion for technology and delivering exceptional user experience. You see the potential to solve real-world problems through technology but understand the importance of the human side of customer service. You should have an interest in solving difficult problems but also understand that no task is too small towards a business’s success.
In a typical day, you should expect:
- Managing inbound enquiries via voice, live chat and email from customers
- Working with the sales teams to deliver technical support to customers with varying levels of complexity
- Find immediate solutions to imminent issues with existing features and identify potential product changes to improve future user experience
- Problem-solve or assess a variety of challenges that arise day-to-day to achieve an outcome for customers
- Document potential bug fixes/features
- Process client onboarding
- Process time-critical data entry tasks
- Communicate issues to development and sales teams
The ideal candidate will have…
- Proven experience working in a customer success focused role
- Experience managing inbound enquiries via voice, live chat and email from customers
- Exposure to working with technology and SaaS platforms and an interest in learning more
- Experience with CRM tools like Zendesk, Zuora and Salesforce
- A passion for delivering a great customer experience
- Analytical and problem-solving skills
- A collaborative team spirit
What you'll be responsible for
- 🛟
Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
- 👥
Collaborative Issue Resolution
Collaborate with other people or teams to resolve complex customer issues
- ⭐️
Customer Education and Onboarding
Assist customers in onboarding, provide education on product features, and give personalized support for success
Skills you'll need
- ✍🏼
Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
Applying with Hatch
Domain is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch