Customer Experience Partner
Job Description
Company Overview:
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
About Domain:
Domain is a leading property marketplace reaching 7 million Australians each month, making it one of the country’s most recognised and trusted property platforms. Domain operates the Allhomes and CRE ‘commercial real estate’ platforms and provides product and solutions to consumers, agents, government and enterprise to digitise every step of the property journey. Learn more about Domain:
https://www.domain.com.au/group/
.
About the Role
As a Customer Experience Partner and under the wing of an experienced Operations Leader, you will be an important pillar of technical product support to our Real Estate agency clients that are valuable customers of our Real Time Agent product - a point of sale platform that digitises and streamlines the property journey for everyone involved.
You will assist with everything from post-onboarding to ad-hoc escalations for bugs and integration issues.
Sitting within an experienced and supportive team in Melbourne, this is an opportunity for a passionate problem-solver to plug into a very sociable team culture of regular team events and celebrations, with plenty of opportunities for career development and promotion across the Domain eco-system that many have achieved over the past 12 months.
Important note:
The working hours for this role are 9am - 5.30pm, however you may need to be flexible to work a 10.30am - 7pm shift in future as we expand our coverage.
Why Join Us:

We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

• Our much-loved approach to flexible hybrid working;
• Mentoring and leadership programs, with access to Learning & Development tools;
• First rate parental leave and support for working parents;
• Regular social events including our famous Innovation Days.

In a typical day you can expect to:

• Work closely with the sales teams to deliver post-onboarding technical support to customers with varying levels of complexity.
• Manage inbound enquiries from our Real Estate clients via phone and email, such as support to create listings, resolve template issues, and queries about bugs and integration issues.
• Identify process and product improvements from client feedback that will help to deliver on company strategy.
• Depending on experience - Assist with escalations and more technical queries that may be above the scope of other Customer Experience Partners.
• Communicate more complex issues to the development and sales team for further attention.
• Expand your knowledge to become an industry expert within the Real Estate / Developer space.

Our Ideal Person:

NICE TO HAVES:

• Exposure to working with technology and SaaS platforms and an interest in learning more.
• Property industry knowledge
• Phone-based customer service experience.
• Basic knowledge of coding, XML, json or HTML.
  Who We Are
  Domain Group is a leading Australian property marketplace made-up of a portfolio of brands across data insights, products and technology solutions. Headquartered in Sydney, we are a group of over 1200 passionate and innovative tech professionals united in our purpose to inspire confidence in life’s property decisions, providing a one-stop-shop of solutions found only on Domain.
  As we change the way people engage with property, we need diverse thinkers to help us.
  What’s Next?
  We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out—so keep your phone handy! We’re genuinely excited about the chance to work together and make a meaningful impact.
  Equity, Diversity & Inclusion
  Domain Group is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).
  We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you.
  CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

• Our much-loved approach to flexible hybrid working;
• Mentoring and leadership programs, with access to Learning & Development tools;
• First rate parental leave and support for working parents;
• Regular social events including our famous Innovation Days