REA Group Switches Up Its Customer Service

REA Group has unveiled a new service model aimed at enhancing support for its agent customers with a more specialised and personalised approach.

Starting in November, dedicated Relationship Managers will be assigned to customers, replacing the previous Account Partner model. According to a company press release, these relationship managers will have an in-depth knowledge of their customers' businesses and the property market.

The revamped customer support team will also include Specialist Sales staff whose job is to provide tailored product recommendations, Customer Success Consultants to handle onboarding and training, and extended-hours Customer Support for critical issues.

REA Group’s Chief Customer Officer, Kul Singh, emphasized the customer-first focus of the new service model, stating, “Delivering the best customer service is a key priority and our new model is designed to simplify the process of connecting with REA. Our goal under the new specialised model is to make it easier for customers to make the most of these enhancements.”

Nathan Gallagher, REA Group’s National Sales Director, who will lead the core sales team, added, “With more boots on the ground we are set to better support customers in maximising the value of doing business with REA. Feedback from pilots in Tasmania, Victoria, and NT has been incredibly positive.”

The launch follows recent organizational updates that saw REA double the size of its Customer Group and integrate new customer platforms and services into the group, including the Ignite self-service campaign management platform.