Customer Care Consultant - NEX Building Group

Job Description

Customer Care Consultant • Join with the most trusted residential builder• Provide customer care at all stages of the new home build journey• Thornton location I 5 days on, 2 days off (coverage includes 1 weekend day a month) The NEX Building Group is a diverse and expanding organisation with over 1,300 passionate employees. Our purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home building group. Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes, Brighton Homes and Supaloc Steel Frames. Building new homes and better futures for Australians is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees: Our perks and benefits Discount on building a new home through our building brands (after qualifying period) 12 weeks paid parental leave Discounted health insurance through nib Discounts on whitegoods Fitness Passport Employee assistance program Flu vaccinations Professional development and educational assistance Attractive remuneration And so much more! About the opportunity Our Customer Care Consultants report to the Customer Central Team Leader and are part of the NEX Group Customer Central team based at our Oak Flats office. As part of this team, your focus will be to triage customer enquiries, qualifying and nurturing sales enquiries across multiple communication channels (phone, email, CRM, live chat) and throughout all stages of the customer journey. More specifically, your responsibilities will include: Managing phone calls from our customers at various stages of their new home build journey and assisting with query resolution or transition to the appropriate team. Engaging with new customers with the goal of understanding customer needs, collecting customer data and creating a warm transfer to our sales teams. Working with relevant internal stakeholders to understand and facilitate resolution of customers' concerns or queries. Ensuring customers are kept up to date and informed of the status of their concerns or queries on a regular basis and communicating outcomes to them in a manner that enhances the relationship. Capturing all relevant communication, progress updates and notes in the CRM to enable transparency and reporting. Proactively identifying issue trends and alerting key stakeholders to allow pre-emptive resolution. Establishing a strong relationship with key stakeholders at all levels to enable collaborative improvements to the customer experience and issue resolution process. About you You will share a passion for our purpose and be aligned to our core values. In addition, you will demonstrate: Experience in customer service or customer relationship roles. A positive, proactive, and collaborative attitude. A genuine curiosity and focus on how to improve the customer experience with strong issue resolution skills. Problem-solving skills and the ability to identify trends, patterns, and possible solutions to customer issues. Exceptional written and verbal communication skills. Intermediate to advanced Microsoft Office Skills, CRM experience and experience fielding live chat enquiries is desirable. Interested? The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and pre-employment medical. Apply today! If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better futures, click on the APPLY button. To find out more about NEX Building Group go to nexbg.com.au or follow us on LinkedIn. Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. NEX Building Group and its brands are not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr