Senior Associate, Customer Success Management

Job Description:

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose – to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.
We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset – our people!
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.

Who are we? (as is)

CoreLogic 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 CoreLogic 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 CoreLogic, 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.

Our principles

Our four principles are the backbone of our organisation. They represent what we believe in and they guide the way we behave.
Accuracy is everything
We remain independent
Our data vision is 360
We seize the opportunity

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.
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’s 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 CoreLogic, ensuring we deliver world-class, scalable customer experiences for our market leading products.
This role is critical to the success of CoreLogic. 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 CoreLogic’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.
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
Clearly and accurately capturing customer information and detailing various touch points in the customer journey
Building trust with our customers through pro-active support, onboarding and training touchpoints, ensuring our solutions are providing the best value for our clients.
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
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 culture.
Resilience in the face of push back and rejection.

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 highly regarded. What does success look like?

Your Key Performance Indicators are based on:
Strong Customer Satisfaction results
Ensuring our customers have a consistent and quality outcome
Attention to detail, delivering accuracy in everything you do
Servicing our enquiry channels promptly in line with SLAs
Revenue contribution via retention and sales targets

Job Qualifications:

2 + years’ experience in customer care/account management environment
Understanding of SME customer lifecycles and touchpoints
Ability to manage difficult customers and work unsupervised
Above average written and verbal communication skills
Ability to work with tight deadlines and with flexibility
CoreLogic’s Diversity Commitment:
CoreLogic 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:

CoreLogic is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, colour, gender, sexual orientation, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, political opinion, national extraction (place of birth or ancestry), social origin (class, caste or socio-occupational category), industrial activities (such as belonging to a trade union). CoreLogic maintains a Drug-Free Workplace.
Please apply on our website for consideration.

Privacy Policy –

http://www.corelogic.com/privacy.aspx
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