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About the Role
This hybrid role combines property service delivery and client system support, focusing on seamless order fulfilment, exceptional client service, and efficient issue resolution through proactive communication, problem-solving, and cross-functional collaboration. You will support clients and internal teams through the complete property search and system support journey from order processing to troubleshooting, ensuring service excellence, compliance, and client satisfaction.
Responsibilities
- Deliver responsive client support via phone and email, assisting users with InfoTrack’s SaaS platform and resolving queries efficiently.
- Manage property certificate orders and related applications, ensuring accuracy, timely completion, and achievement of KPIs.
- Liaise with clients, councils, authorities, retailers, and integration partners to ensure smooth service delivery and regular updates.
- Handle inbound and outbound support requests, prioritising urgent matters and maintaining accurate records in line with compliance processes.
- Troubleshoot client issues, document findings, and collaborate with Escalations, Development, Product, IT, and Sales teams for resolution.
- Drive continuous improvement by maintaining knowledge bases, identifying recurring pain points, and enhancing client experience and operational efficiency.
Requirements
- Call Centre experience (ability to manage 30-40 calls a day)
- Proven ability in customer support, order processing, or helpdesk environments.
- Exceptional communication and problem-solving skills.
- Ability to manage high volumes of work accurately and efficiently.
- Proficiency in Microsoft Office Suite and general computer literacy.
- Experience in legal, conveyancing, or property search industries preferred.
Skills
- Communication
- Problem-solving
- Order processing
- Helpdesk support
- Microsoft Office Suite
- Computer literacy
Location
- NSW
- QLD
Work Type
- Hybrid
- Full-time
Experience Level
- Call centre experience
- Customer support experience
- Order processing experience
- Helpdesk experience
Benefits
- Professional development plans
- Technical training
- Leadership programs
- Clear career progression opportunities
- Reward and recognition programs
- Employee share scheme
- Snack cupboard
- Weekly catered lunches
- Free breakfast
- Social events
- Table Tennis competition
- Fully covered gym memberships
- Monthly in-house massages
- Progressive leave policies
- Employee Assistance Program
About the Company
- InfoTrack is a company that puts people first, where contributions are valued, and potential is supported.
Equal Opportunity
- InfoTrack is a diverse workforce and an equal opportunity employer. We encourage applications from Aboriginal and Torres Strait Islander people and people of all cultures, abilities, sex, and genders.