WHERE DO YOU FIT IN?

We are seeking a Customer Success Coordinator to join Home-in to support our customers through their home-buying journey. The Customer Experience Team is pivotal to our business as we are responsible for ensuring the success of each and every one of our customers’ property journeys– from search to settlement. You will be answering customer enquiries and delivering exceptional service via both phone and emails.

WHAT YOU’LL DO DAY-TO-DAY:

• Manage multiple work streams across the property purchase journey, including tasks such as contract review, exchange, and settlement.
• Liaise with lawyer partners and lenders to ensure our platform delivers a seamless, one-stop-shop experience for customers.
• Manage inbound and outbound communication, primarily via chat in Intercom, ensuring all customer queries are handled with empathy and professionalism.
• Handle incoming calls and follow up on missed calls, ensuring timely resolution of customer issues.
• Respond to and process customer support requests via our support inbox, maintaining a high level of service and professionalism.
• Process all tasks and support requests within agreed turnaround times, ensuring efficiency and accuracy in a high-volume, deadline-driven environment.
• Utilise Pega for task management and tracking, ensuring smooth workflows and accountability across all tasks.
• Stay up to date with business rules, operating procedures, quality standards, internal policies, and relevant laws and regulations to maintain operational compliance.

WHAT YOU’LL NEED TO BE SUCCESSFUL IN THIS ROLE:

• Experience in customer service, ideally with exposure to administrative or operational support roles, particularly in fast-paced environments.
• A genuine passion for simplifying the home buying process and enhancing the customer experience.
• A strong commitment to delivering exceptional customer service and building positive relationships with customers.
• Proven ability to thrive in a task-driven, deadline-oriented environment while managing multiple competing priorities.
• Excellent prioritisation and planning skills to effectively manage work volume and meet deadlines.
• A collaborative team player with a strong desire to learn and improve.
• Ability to work flexibly with a national team, with availability to work outside standard business hours (12pm-8pm, on a rotating roster) to provide support for customers in WA.
  Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don’t meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for!