We’re looking for a Customer Service Officer to lead client service operations, ensuring excellent support while maintaining compliance with Australian immigration standards.
🔑 Key Responsibilities
Client Management & Service Quality
Act as the escalation point for complex client queries and complaints
Ensure timely, professional, and accurate responses to clients
Maintain a client-first approach to enhance satisfaction and trust
Team Leadership & Training
Lead, train, and mentor customer service officers handling migration clients
Allocate workload, monitor service standards, and ensure timely delivery
Conduct regular training on communication, compliance, and CRM processes
Legal & Compliance Alignment
Collaborate with RMAs and legal officers to ensure compliant client advice
Uphold MARA Code of Conduct in all communications and documentation
Safeguard confidentiality and integrity of client records
Process & CRM Management
Oversee CRM usage and ensure accurate updates on client files
Document interactions and track case progress diligently
Identify process gaps and implement improvements
Performance Monitoring & Reporting
Track KPIs such as client response time, resolution rates & satisfaction
Prepare periodic reports for management and compliance heads
Gather and analyze client feedback to improve services
Cross-Functional Collaboration
Coordinate with legal, accounts, and operations teams for seamless support
Assist lawyers with scheduling, documentation, and follow-ups
Share recurring issues and insights with management for process enhancement
🎓 Requirements
Bachelor’s degree in Business Administration, Management, or related field
Proven experience as a Customer Service Officer (preferably in legal/migration/consultancy)
Knowledge of client service management & exposure to Australian migration services
Excellent communication, conflict resolution & problem-solving skills
Strong leadership with ability to motivate and develop a team
Proficiency in CRM tools & MS Office Suite
High attention to detail with commitment to compliance and confidentiality
💰 Salary: INR 22,000 – 25,000