As Customer Service Representative you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.


  • Provide excellent customer service to both internal and external customers.

  • Promote a professional and positive image to clients in line with the company’s customer service policy.

  • Ensure effective communication to customers and stakeholders with positivity and maintain a strong relationship.

  • Refer all queries, problems and issues requiring resolution to the Team Leader who will follow up and provide response / feedback and training if required.

  • Work effectively with others to deliver the best customer service possible

  • Be an active contributor to the ongoing performance of the team

  • Maintain open honest communication with all staff and accept all reasonable directions by the Team Leader

  • Provide assistance to other teams when requested in peak periods or times of absence to maintain team performance levels

  • Cooperate with all Team Leaders, peers and stakeholders to find solutions and enhance internal and external customer service experience

  • Participate and engage in learning and development activities

  • Continuously strive to develop personal skills and knowledge

  • Log and verify (identify Roadblocks) new valuation requests for all valuations received

  • Verification of instructions, service type and fees

  • Efficiently process requests within given timeframes to meet client service level agreements and set KPI’s

  • Ensure integrity of data is maintained to ensure accuracy of financial and reporting information

  • Ability to make decisions in adherence to process, policy, and stipulated guidelines

  • Ability to identify and recommend solutions for any issues identified in the processing and logging and verifying of valuations

  • Manage the distribution of general faxes and emails throughout the group in a timely manner.

  • Manage delays and inspection times in Halo and on all websites pursuant to internal process and procedures for managing delays and appointments.

  • Ensure administration processes are followed by Valuers

  • Ensure delivery assistance is provided for valuations for clients as required

  • Confirming documentation is correct and complete for To Be Erected jobs

  • Assist with management allocation of residential valuations for Valuers

  • Assist with coordination of inspection times for Valuers

  • Ensure their calendars are updated

  • Liaise with Valuer with regards to capacity and Service Level Agreement (SLA) requirements and ensure best result for client

  • Develop and implement service standards and procedures to ensure agreed client needs are met

  • Ensure that correct status is recorded for each job, recording delays on website as required

  • Monitor websites to ensure that all reminders are provided to Valuers to ensure job is returned on time

  • Monitor all due dates in Halo when time permits to ensure they are compliant

  • Notify relevant stakeholders of any non-compliant service levels

  • Advise relevant stakeholders of any non-compliance in relation to work in progress

  • Provide assistance to other teams in peak periods or times of absence to maintain team performance levels

  • Identify and recommend solutions for any issue identified in the administration support process.


  • Successful completion of High School Certificate or proven successful work history – Essential

  • Minimum 2 + years’ experience in call centre/administrative or related customer focused role

  • High degree of computer proficiency utilising Microsoft Office applications and internet

  • Enrolled in Degree in Business (Property) or equivalent – Desirable

  • Student Member of the Australian Property Institute – Desirable

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