Assistant Customer Service Manager

As a Customer Service Officer in the Legal Service Team at our leading Australian migration consultancy, your role is crucial in ensuring excellent client service while upholding compliance with Australian immigration standards. You will be responsible for managing client interactions, supervising the Legal team, and facilitating accurate communication in line with the MARA Code of Conduct. **Key Responsibilities:** - **Client Management & Service Quality** - Serve as the escalation point for complex client queries and complaints. - Ensure timely, professional, and accurate responses are provided to clients. - Maintain a client-first approach to enhance satisfaction and trust in the firm. - **Team Leadership & Training** - Lead, train, and mentor customer service officers in handling migration clients. - Allocate workload, monitor service standards, and ensure adherence to timelines. - Conduct ongoing training on client communication, compliance updates, and CRM processes. - **Legal & Compliance Alignment** - Collaborate with RMAs and legal officers to ensure client advice is compliant and accurate. - Uphold MARA Code of Conduct standards in all communication and documentation. - Safeguard confidentiality and integrity of client records. - **Process & CRM Management** - Oversee CRM usage to ensure tasks and remarks are updated for each client file. - Ensure accurate documentation of client interactions and case progress. - Identify process gaps and implement efficiency improvements. - **Performance Monitoring & Reporting** - Track KPIs such as client response time, resolution rates, and satisfaction levels. - Prepare periodic reports for senior management and compliance heads. - Gather and analyze client feedback to enhance service quality. - **Cross-Functional Collaboration** - Coordinate with legal, accounts, and operations teams for seamless client support. - Support lawyers with scheduling, documentation, and client follow-ups. - Communicate recurring issues and client insights to 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, or consultancy services). - Strong knowledge of client service management, preferably with exposure to Australian migration services. - Excellent communication, conflict resolution, and problem-solving skills. - Ability to lead, motivate, and develop a high-performing team. - Proficiency in CRM tools and MS Office Suite. - High attention to detail and commitment to compliance and confidentiality. This is a full-time position that requires a Bachelor's degree in a related field, at least 3 years of customer service experience, proficiency in English, and working in person at our location.,