Job Description:

Who are we?

Cotality is the leading provider of property data and analytics in Australia and New Zealand. We're fiercely independent, and we're considered the best in the business. Every day, our data scientists and researchers collect data from over 4.5 billion points across the Cotality universe. We then rinse and finesse this data to transform it into powerful property market insights that drive the best property decisions.

Our purpose

At Cotality, we help people build better lives by providing rich property insights that inform the very best property decisions. We know that behind all the numbers, algorithms, and sophisticated data technology there are people, families, and communities. There are hopes, dreams, ambitions, journeys, expectations, fears, crossed fingers and vulnerability. It's those things that matter. And it's those things that we want to connect with, enable and tackle.

Values

Our values are the backbone of our organisation. They represent what we believe in and they guide the way we behave.

• Be yourself
• Lift people up
• Make an impact
• Clients first
• Innovate Always
• Set the pace

We're an agile, empowered and pragmatic workforce, driven to forge meaningful, mutually beneficial relationships with our diverse range of customers.

Who are you?

You live and breathe customer service. You're passionate about helping our customers uncover the value in our products and services and use them to their full capabilities - if our customers need some help to navigate a feature or they request a status update you are patient and energised about expertly guiding them through this.

What is the role?

Our business is only as strong as the service we provide to our customers. That's where you come in. Your work lays the foundation for all of the customer promises we have made when they selected to do business with Cotality, ensuring we deliver world-class, scalable customer experiences for our market-leading products.

This role is critical to the success of Cotality. You'll be responsible for driving customer outcomes across the business, by ensuring our customers get value from our products and services, they receive help when they need it and you always offer more than what they are asking - this could be promoting our free training, helping our suppliers to deliver on time to our customers or understanding the incredible breadth of our data. Working closely with our leadership team, you'll also have a hand in boosting advocacy and increasing customer satisfaction across all our channels.

The role includes:

• Ensuring all customer enquiries, through phone, chat and email are undertaken with care
• Building trust with our customers through pro-active outbound support, onboarding and training touchpoints, ensuring our solutions are providing the best value for our clients.
• Assisting in the provisioning, delivery and management of our solutions, providing a seamless experience for our customers, internal staff and suppliers
• Removing roadblocks for our customers and suppliers, making it really easy to do business with us
• Perform workflow system and administrative updates
• Shaping the service culture across the business by supporting the removal of customer points of friction and promoting self-serve data capabilities
• Clearly and accurately capturing customer information and detailing various touch points in the customer journey
• Providing solutions for our customers at the end of their lifecycle to retain or promote future opportunities.

Are you the right fit?

Proven experience in:

• creating great customer relationships and building rapport - we don't focus on handle time here, just customer satisfaction.
• producing simple, easy to understand help for our customers to use our products effectively
• you can help a customer get the outcome they are looking for, without arduously explaining internal processes - make it effortless!
• great adaptability in learning new systems with speed and the ability to multi task

A demonstrated ability to:

• be curious as you deal with complexity and the many unknowns in a decision-making process
• champion customer outcomes within our organisation, don't settle for the status quo if it impacts a customer's impression of our products
• display strong decision-making skills to problem solve for the customer, understand the parameters of a policy, but deliver more than what the customer has asked.
• Understand the customer life cycle to proactive manage customer accounts and providing solutions to improve customer loyalty.
• quickly build valuable relationships within a business in a highly collaborative environment

What credentials do you need?

• A solid understanding of, and expertise in delivering fantastic customer outcomes
• 2+ years of service or sales experience. Account Management, Call Centre, Retail and B2B are highly regarded.
• Understanding of SME customer lifecycles and touchpoints
• Ability to manage difficult customers and work unsupervised
• Resilience in the face of push back and rejection
• Above average written and verbal communication skills
• Ability to work with tight deadlines and with flexibility
• Confidence in speaking to customers to present complex processes in simple ways
• Collaborate and want to immerse yourself in a highly engaged culture

What does success look like?

Key Performance Indicators are based on:

• Must successfully adhere to schedule, attendance and required deliverables/deadlines
• Servicing our enquiry channels promptly in line with SLAs
• Strong Customer Satisfaction results
• Attention to detail, delivering accuracy in everything you do
• Revenue contribution via retention and sales targets
• Improve customer loyalty and retention through regular meaningful interactions
• Ability to identify customer issues and identify appropriate tasks
• Ensuring our customers have a consistent and quality outcome
• Demonstrates patience and empathy and have the ability to work collaboratively with others

Job Qualifications:

Cotality's Diversity Commitment:

Cotality is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

We are better together when we support and recognize our differences.

Equal Opportunity Employer Statement:

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status or disability. Cotality maintains a Drug-Free Workplace.

Please apply on our website for consideration.