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Full Time - Hybrid

Frontline Customer Care Agent

An ideal Customer Care Agent is an advocate of the product, both internally and externally. Their success is dependent upon excellent customer service and capably delivering advice, product support and basic training to our customers.

Details

Our culture

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We’re a design-driven company with a passionate, young team. Together we use our abilities to take complex problems and untangle them into simple, usable products. Ownership is one of our core values, and so we like to give people responsibility and discretion. Our Brisbane office is located in Newstead, close to the Gasworks precinct, surrounded by great cafes, eating areas, and microbreweries.

About the role

Rexlabs is a 90-person digital product and service company based in Tenerife, Brisbane. Rexlabs develops products for the real estate and property management industries in Australia and the UK, with thousands of customers using our CRM, digital advertising suite and site builder.

The Rexlabs Customer Care Agents are the first line of contact and customer service for the company. Their primary role is to efficiently and effectively offer ongoing support and training to our customers, as well as being the voice of our customers within the company and with the design and development teams. They are expected to be experts in Rexlabs products (Including Rex Software, Siteloft and Spoke), as well as capable users of the primary resources used within the company (Zendesk, Asana, Gmail Suite, Slack, FullStory and Jira). They are also responsible for contributing actively to ongoing customer success projects, especially ones linked directly to the Frontline team OKR’s for any given quarter.

An ideal Customer Care Agent is an advocate of the product, both internally and externally. Their success is dependent upon excellent customer service and capably delivering advice, product support and basic training to our customers.

Key Responsibilities

Client Support & Troubleshooting

The primary role of the Customer Care Agent is to answer support requests and maintain a high level of education on all of our offered products. Client support includes all of the following examples:

  • Monitoring Zendesk support for new and existing support requests (Both via email, requests logged internally within our products and via live chat).
  • Timely responses to all requests, in accordance with our SLA policies.
  • The ability to successfully manage their workload and triage open requests on a continual basis.
  • Making outbound phone calls when required or expected, to successfully resolve a request or issue.
  • The ability to understand the issue or request and then troubleshoot it from conception through to resolution.
  • Maintain a high level of professionalism and customer service to all clients, as well as capably de-escalate situations of heightened emotion with customers.
  • New feature testing and training
  • Maintaining and constantly improving the help guide

What you'll bring

  • Well-developed customer service focus with excellent written and verbal communication skills
  • Strong customer service skill set
  • Ability to calmly navigate conflict with customers
  • A team player who loves to support other people within the team
  • Ability to solve varying problems
  • Comfortable working in a fast-paced, scaling start-up environment
  • Exceptional organisational and planning skills that contributes to effective and efficient task completion
  • A curious learner who is willing to continuously adapt and learn new things

Nice to haves

  • Experience in a technical support role
  • Basic understanding of SaaS systems and general technology
  • Understanding of cloud software, and a working understanding of mobile applications and online services

Our Culture

Our Brisbane warehouse office, which is lush with tropical plants, a fully stocked kitchen and specialised private work booths,  is located in Newstead, close to the Gasworks precinct, surrounded by great cafes, eating areas, and microbreweries.

In London, we’re in the heart of Shoreditch, close to the travel network and at home in WeWork.

Hybrid work policy

We have a range of design and developer teams working remotely, with business services staff working in both a hybrid and in-office approach. Work fully remote or 3/2 days working from home.

Learning budget

We provide our staff with a $3,000 annual learning budget to invest in their own professional growth, along with 2 weeks of paid learning leave to attend seminars and conferences.

Health & wellbeing

A healthy mind and body support us in finding the joy in what we do personally and professionally. We provide on-site yoga in Brisbane each week plus free corporate massage service, and subsidised gym membership. We also provide an amazing EAP service to staff and their families for financial, legal and psychological support.

Complimentary snacks and comfortable environment

We are a busy business and to ensure we are fuelled and ready to go we like to provide our staff with in-office snacks and a comfortable work environment where they can connect in booths, meeting rooms couches or our comfy loft space.

Modern workplace and equipment

We’re a tech company first and foremost and as you would expect we offer our employees excellent equipment to get the job done. Including a Macbook Pro and high-quality monitor.

Paid parental leave

Family is at the core of how Rex came to be and providing parents the time with their newborn after the birth or adoption of their child is important to us. Paid parental leave for primary and secondary carers is available to our team members along with superannuation contributions throughout that paid leave period.

Flexible work policy

A flexible approach to work is supported greatly at Rex. We aim to support team members with their family and individual needs to ensure the work/life balance is practical and sustainable.

LGBTQIA+ friendly

Respecting the unique needs, perspectives and potential of all team members is at the core of what we believe at Rex.

Work from anywhere

As a Rex employee you get access to 4 weeks of work from anywhere leave where you can work from the beach, the comfort of your sofa or even another country.

If you feel excited about the above opportunity, and also feel we will be a suitable match, send through through your CV and portfolio

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