Associate - Client Services

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

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.

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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.
• Your service ethos is excellent, you know how to have great conversations with customers. That’s why you trust your own judgment and your ability to positively influence an organisation, even without a direct reporting line.
• But you’re also a team player. You thrive in a collaborative environment, working with like-minded colleagues to build a world-class customer service function and create memorable experiences.

­­­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.

Your purpose? To create a memorable impression for Cotality’s customers, knowing that we are enthusiastic about providing them the very best service experience possible and they look forward to talking to us again.

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Job Qualifications:

What will you be doing?

The role includes:

• Ensuring all customer enquiries, through phone, chat and email are undertaken with care
• 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

­­­­­­Are you the right fit? You need to have:

• Strong problem-solving skills
• Ability to work independently and as a contributing, collaborative team member
• 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 ability to multi task
• A demonstrated ability to deal with complexity and many unknowns in a decision process
• Champion customer outcomes within our organisation, don’t settle for the status quo if it impacts a customer’s impression of products
• Quickly build valuable relationships within a business
• Excellent written and oral communication skills
• Confidence in speaking to customers to present complex processes in simple ways
• Collaborate and want to immerse yourself in a highly engaged and positive culture

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What credentials do you need?

• A solid understanding of, and expertise in delivering fantastic customer outcomes
• 1+ years of service experience, in a call centre, retail or hospitality

­­­­What does success look like? Key Performance Indicators are based on:

• customer service survey results
• ensuring our customers have a consistent and quality outcome
• servicing our enquiry channels promptly inline with SLAs
• Focus on improving customer experience.

Why join Cotality? Cotality is highly collaborative and yes fun! To support you at work, we offer some fantastic perks:

• Opportunity for flexible working conditions that works best for you and the business
• Cotality has a culture of collaboration. We champion ownership, initiative and leadership and provide the guide ropes to get you there
• Free mindfulness tools, online health and nutrition courses
• Complimentary access to Australia’s most comprehensive property research platforms including RP Data
• Exclusive employee-only market updates and access to the industry’s best property experts
• Two community and volunteer leave days each year to support meaningful causes and our charity partners
• Modern offices in four convenient locations around Australia fitted with recreation rooms, chill out zones and sensational end of trip facilities
• Monthly social get-togethers and a globally recognised rewards platform and points system.
• An inclusive and diverse working environment that celebrates cultural weeks and advocacy months.

If this sounds like somewhere you want to work and you are seeking professional growth, don’t delay, apply today- we ‘re looking for you!

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.

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