Customer Engagement Associate - Customer Engagement Centre


As the first point of contact for NSW, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values
Reporting to the General Manager, your responsibilities will include:
  • Reporting into the State Customer Experience Manager - you will:
  • Demonstrate a superior customer service capability - prioritising the customer experience at all times
  • Engage with customer enquiries via incoming/outgoing telephone calls as well as email, and online channels
  • Provide personalised customer service of the highest level, building rapport for sales and general enquires
  • Assist existing customers through their building journey
  • Ensure best practice customer experience initiatives, aligned with company policies and values at all times
  • Use effective questioning and exceptional listening skills to identify and respond to the needs of customers, escalating priority issues requiring specialised attention
  • Utilise CRM and other systems to capture leads, schedule tasks, send communications, along with day to day operational duties
  • Build sustainable relationships of trust through open and interactive communication with customers and stakeholders
  • Achieve personal and team KPI targets
  • Metricon will offer you:
  • Support the strategic delivery and measurement of Metricon's customer experience capability, ensuring optimised interaction between the company and our customers
  • Supportive, best-practice and high-functioning workplace culture - where high-calibre work is recognised and rewarded
  • Competitive salary and salary package opportunities
  • Generous housing discounts on our award winning homes
  • Advance your professional growth with Metricon - the HIA's Number One Australian Home Builder and Australia's Most Trusted Choice
  • The successful candidate will have:
  • Highly developed communication skills: Authentic, clearly articulated and collaborative interactions with customers, team members and stakeholders; both verbal and written
  • Proven customer service skills: Ability to build relationships, gain trust & rapport
  • Ability to work autonomously and as part of the team
  • Organisational awareness
  • Ability to prioritise and manage workload
  • A commitment to Innovation, Quality and Continuous Improvement: Contributing ideas that improve the efficiency, effectiveness, and productivity of the customer journey
  • Minimum 2 years’ experience in a customer service role
  • Customer orientation and the ability to adapt/respond to different customers and enquiry types
  • Focus to actively listen with a high attention to detail and a proactive approach to all tasks undertaken
  • The capacity to multi-task, set priorities and meet deadlines
  • Understanding of the building industry and customer journey is preferred