We are seeking a Customer Service Officer to support our Family Migration team. This role is client-facing and administrative, working closely with Registered Migration Agents and Case Managers to ensure clients receive clear guidance and a positive experience throughout their visa journey.

You will be one of the first points of contact for family visa enquiries and play an important role in managing consultations, client communication, and file preparation.

Key Responsibilities:

• Respond to new enquiries and follow up with prospective clients in a timely manner
• Conduct initial, high-level eligibility checks for family visa enquiries
• Schedule and coordinate client consultations, including payment confirmation
• Prepare consultation notes and assist with follow-ups after consultations
• Communicate professionally with clients via email, phone, WhatsApp, and live chat
• Handle inbound calls and online messages during rostered shifts
• Maintain accurate client records and update CRM systems regularly
• Assist with general administrative tasks such as invoices, reminders, and file updates

Additional Support (when required):

• Organise and manage client documents in line with internal standards
• Assist with starting online family visa applications and uploading documents
• Support Case Managers with form completion and document checks
• Track outstanding documents and follow up with clients when needed
• Report any issues or delays to the relevant team members

This role suits someone who is organised, calm under pressure, and enjoys supporting clients through important and often emotional family migration matters.

Qualifications & Skills:

• Bachelor’s degree (all majors considered)
• Good English communication skills, both written and spoken
• Strong customer service skills with a respectful and empathetic approach
• Good time management and ability to manage multiple tasks
• High attention to detail and accuracy
• Comfortable using Microsoft Office and CRM systems
• Professional attitude and willingness to learn

Preferred but Not Essential:

• At least 1 year of experience in a related role (fresh graduates are welcome to apply)
• Experience in customer service, administration, sales, or marketing
• Experience working with international clients or diverse teams
• Interest in migration processes and document-based work