Contact Centre Consultant (Part-Time)

About the role

Lifestyle Communities provides affordable, inclusive and vibrant independent living communities across Victoria. It is looking for a part-time (3 days a week) Contact Centre Consultant, also called its Creator of First Impressions, to handle customer enquiries by phone, email and webchat. The role gives clear information about the products and property model, delivers customer service, qualifies leads and arranges appointments for the Lifestyle (Sales) Consultants.

Key responsibilities

• Follow up customer enquiries, requests or complaints and keep customers updated on the progress of projects or services
• Answer inbound sales calls with the aim of booking appointments, and make outbound calls to warm leads to qualify customers and set up appointments
• Provide high-level product knowledge and explain the financial model of Lifestyle Communities
• Handle community-based enquiries and webchat enquiries professionally and in a timely way
• Manage and update customer information and notes in Salesforce, and document all call information per standard operating procedures
• Analyse call trends through call listening to find customer concerns and work with internal departments to improve the customer experience
• Liaise with board members, staff, clients and homeowners

Required profile

• Strong written communication, a warm and considered approach and excellent attention to detail
• Genuine passion for customer service
• Previous contact centre experience is highly regarded
• Current full driver's licence and comfort travelling to communities for training and development
• Availability on Monday, Tuesday and Friday is essential

Required skills

• Experience using a CRM or helpdesk to manage enquiries, track follow-ups and maintain customer history
• Confidence working across multiple systems and applications

What we offer

• Ongoing professional development and training
• A collaborative and supportive work environment
• Lifestyle Long Weekends and Lifestyle Hours
• Generous paid parental leave