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About the Role

Provide exceptional customer experiences through the new home build journey. This role focuses on triaging customer inquiries, qualifying and nurturing sales leads across multiple communication channels, and managing client relationships throughout the customer journey.

Responsibilities

• Provide a point of contact for clients, actively managing the client relationship and assisting with query resolution including transition to the appropriate team
• Engage with new customers to understand needs, collect data, and create a warm transfer to sales teams
• Work with internal stakeholders to understand and facilitate resolution of customer concerns or queries
• Ensure customers are kept up-to-date on query status and communicate outcomes to enhance the relationship
• Capture all relevant communication, progress updates, and notes in the CRM for transparency and reporting
• Proactively identify issue trends and alert key stakeholders for pre-emptive resolution
• Establish strong relationships with key stakeholders at all levels to enable collaborative improvements to customer experience and issue resolution

Requirements

• Experience in customer service or customer relationship roles
• A positive, proactive, and collaborative attitude
• Genuine curiosity and focus on improving 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
• Experience fielding live chat inquiries is desirable
• Satisfactory employment screening
• Completion of a National Police Check may be required
• Pre-employment medical may be required

Skills

• Customer service
• Customer relationship management
• Issue resolution
• Problem solving
• Trend identification
• Communication (written and verbal)
• Microsoft Office Suite (intermediate to advanced)
• CRM
• Live chat support

Location

• Norwest

Work Type

• Full-time
• Onsite

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• Attractive remuneration

Benefits

• Discount on building a home (after qualifying period)
• Income protection insurance (100% funded by NEX, covers up to 2 years at 75% of base salary)
• Purchased leave (opportunity to apply for up to 2 weeks extra leave)
• Paid Parental leave (12 weeks for primary carer, 4 weeks for secondary carer)
• Employee discounts on gym memberships, motor vehicles, home appliances, energy, health insurance, and more
• AIA Vitality health and wellbeing program
• Employee assistance program
• Online learning and professional development programs
• NAWIC and HIA corporate membership

About the Company

• The NEX Building Group is a diverse and expanding organization with over 1,300 employees focused on building beautiful homes for Australians.
• Established in 1987, the company has evolved organically and through acquisition, positioning itself for growth and aiming to be Australia’s leading home building group.
• Iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes Brighton Homes, and Supaloc Steel Frames.
• The company strives to set the benchmark in the new home building industry, prioritizing both customers and staff.

Equal Opportunity

• A genuine focus on diversity and inclusion
• Proud of our Women in Construction Program and annual Building Inclusivity Awards