We are looking for a Customer Service Officer to support our General Skilled Migration (GSM) team. This role is ideal for someone who enjoys working with people, is organised, and can manage multiple tasks while providing excellent client service.

You will be the first point of contact for many of our GSM clients and play an important role in supporting visa enquiries, consultations, and application preparation.

Key Responsibilities:

• Respond to new enquiries and follow up with potential clients via email, phone, WhatsApp, and live chat
• Conduct initial, high-level eligibility checks for GSM visa enquiries
• Schedule and coordinate client consultations, including payment follow-ups
• Prepare consultation notes and assist with post-consultation follow-ups
• Maintain accurate and up-to-date client records in CRM systems
• Provide clear, friendly, and professional communication to clients at all times
• Handle inbound calls and online messages during rostered shifts
• Assist with general administrative tasks such as invoices, reminders, and file updates

Additional Support (when required):

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

This role works closely with Registered Migration Agents and Case Managers to ensure smooth processing and a positive client experience.

Qualifications & Skills:

• Minimum Bachelor’s degree (all majors considered)
• Good English communication skills, both written and spoken
• Strong customer service mindset with a professional attitude
• Good time management and ability to handle multiple tasks
• High attention to detail and accuracy
• Comfortable using Microsoft Office and CRM systems
• Clear and polite communication skills (verbal and written)
• Positive work 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, sales, marketing, or administration
• Experience working with international clients or diverse teams
• Interest in research and learning migration-related processes