Customer Service Representitive

About us: 

Opteon is an international provider of valuations, advisory and specialist property services in the Australian, New Zealand and US market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period of growth and change, positioning the company as one of the most prominent property services providers.  Our future growth strategy is for organic growth, diversification, and international expansion. 

About The Role:

This is a remote role where the successful candidate will be working from their home. Reporting to the Customer Service Team Leader, as a Customer Service Representative (CSR), you will be working in a Contact Centre environment and will primarily engage with customers, banks, valuers and other key stakeholders to manage the progression of valuation jobs. 

The purpose of the Customer Service Representative role is to: 

• Provide exceptional customer service in the management of customer and other stakeholder’s queries via multiple channels.
• Resolve a customer's question/problem, providing appropriate solutions for customers
• Manage and prioritise a range of back-office tasks related to the progression of valuation jobs through to completion
• Provide exceptional customer service by effectively managing, investigating and resolving complaints fairly and reasonably.
• Ensure that the Post Valuation Query and re-assignment process is followed and that all queries are captured within our internal Valuation Management System

About you:

The Customer Service Representative will be responsible for delivering an excellent client experience by: 

• Answering inbound calls, responding to queries & managing complaints via a telephony system, Microsoft Office 365 and various web-based applications with a first point resolution objective
• Identifying and assessing client’s needs to achieve satisfaction
• Providing all clients with excellent customer service
• Completion of back-office tasks required to progress a valuation job from receipt to completion. Examples of these tasks may include following up customers and stakeholders to secure documentation; loading documentation in jobs; management of job holds and delays, manually logging jobs, registering queries and managing complaints.
• Completing tasks in line with defined Opteon business processes
• Continuously striving to develop personal skills and knowledge
• Respond to queries in a prompt and accurate manner to meet client Service Level Agreements (SLA’s).
• Ensure that the Post Valuation Query and re-assignment process is followed and that all queries are captured within our internal Valuation Management System
• Managing the end-to-end complaint/feedback investigation and resolution by liaising with customers, internal and external stakeholders
• Maintain complaints records and submit and manage incidents that arise from complaints

What we offer: 

• Training and professional development 
• Paid Parental Leave
• Flexible work arrangements
• Corporate health insurance discount
• Novated leasing 
• Wellbeing initiatives including EAP services 
• Opportunity to become a shareholder in the future 

Opteon is committed to cultivating and preserving a culture of inclusion and connectedness, where employees are embraced for their unique qualities and valued for their contributions. We encourage applications from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community and people from culturally diverse backgrounds, including First Nations People.

How to apply: 

Please apply for this position by submitting your application online including your resume and covering letter. 

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