Job Overview Permanent full‑time Customer Experience Specialist role based in Sydney. Responsibilities Resolve issues with customers via phone, email, and web chat in an empathetic, professional, and timely manner. Be digitally‑savvy, using systems such as Zendesk, Slack, and Salesforce (previous experience with these is a bonus). Balance customer demand and multitask in a fast‑paced contact environment. Work as part of a high‑performing team, driving for performance excellence. Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome. Proactively identify opportunities to innovate and improve the employee experience, customer experience, and operational excellence. Provide thoughtful and insightful feedback to improve REA products and services. Qualifications 1+ years’ experience in a fast‑paced, customer‑facing environment (e.g. retail, hospitality, contact centre, real estate, or similar). Strong technical proficiency, with proven ability to multitask using multiple systems while on the phone with customers and to pick up new systems quickly. Experience in real‑estate roles such as leasing consultant, property manager, or similar is highly beneficial. Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening, and empathy. Experience resolving customer problems in a timely manner through strong analysis and decision‑making, persuasion skills, and adaptability to meet customer needs. Demonstrated resilience, taking accountability for the customer experience, and displaying a continuous‑improvement mindset. Demonstrated growth mindset and enthusiasm for learning. Benefits A hybrid and flexible approach to working. Flexible leave options including birthday leave and the purchase of additional leave. Flexible parental leave offering for primary and secondary carers. Our Because We Care program: volunteering leave, community grants, matched payroll giving, and our Community Café donates 100% of revenue to charity. Hackdays so you can bring your big ideas to life. Commitment to Diversity, Equity, and Inclusion – a working environment that embraces and values diversity, equity, and inclusion. Teams with diverse ideas and experiences are more creative, more effective, and fuel disruptive thinking. #J-18808-Ljbffr