Customer Service Officer

1 week ago

Cochin, Kerala, India Aives Australia Full time ₹ 22,000 - ₹ 2,75,000 per year

We are a leading Australian migration consultancy committed to delivering professional, transparent, and client-focused services. Our legal service team works closely with Registered Migration Agents (RMAs) to support clients through their visa and migration journey. We are seeking a Customer Service Officer to lead our client service operations, ensuring excellent support while maintaining compliance with Australian immigration standards.

The Customer Service Officer – Legal Service Team will be responsible for managing client interactions, supervising the Legal team, and ensuring accurate and timely communication in line with the MARA Code of Conduct. This role bridges the gap between clients, legal officers, and RMAs by maintaining service quality, compliance, and smooth case coordination.

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, enhancing 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 both 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 improve 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.

Job Type: Full-time

Pay: ₹22, ₹25,000.00 per month

Education:

  • Bachelor's (Required)

Experience:

  • Customer service: 2 years (Required)

Language:

  • English (Required)

Work Location: In person

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