Job Title: Client Support Agent

Location: Melbourne, Australia

Job Type: Full-time

Industry: Immigration & Visa Consultancy

Job Summary:

We are seeking a dedicated and customer-focused Client Support Agent to join our team at Knowbal, a leading visa consultancy firm in Melbourne, Australia. The ideal candidate will be the first point of contact for clients, providing exceptional support and guidance throughout their visa application journey. You will work closely with migration agents, processing teams, and clients to ensure a smooth and stress-free experience. Motivated to be part of an organisation that creates meaningful impact, offering truly rewarding work that positively changes the lives of clients and their families.

Key Responsibilities:

1. Serve as the primary point of contact for client inquiries via phone, email, and chat.
2. Provide accurate information on visa types, requirements, and the application process.
3. Schedule consultations and follow-ups with registered migration agents and case managers.
4. Assist clients with document submission and ensure all necessary paperwork is complete.
5. Update and maintain client records in CRM systems.
6. Track application progress and provide timely updates to clients.
7. Handling client complaints and queries with empathy and professionalism
8. Resolve client issues or escalate them to appropriate departments when necessary.
9. Maintain a high standard of professionalism and confidentiality at all times.
10. Stay up to date with changes in Australian immigration laws and procedures.
11. Excel in a client-focused environment by consistently achieving service targets and surpassing expectations through outstanding performance.
12. Thrives under pressure with a calm, can-do approach and a solution-focused mindset.

Qualifications & Skills:

1. Proven experience in a customer service or client support role (preferably in immigration or legal services). Minimum 1- 2 years in customer service role.
2. Excellent verbal and written communication skills.
3. Strong problem-solving abilities and attention to detail.
4. Ability to multitask and manage time effectively.
5. Proficient in Microsoft Office and CRM software.
6. Ability to work both individually and within a team
7. Knowledge of Australian visa types and immigration procedures is a plus.
8. Multilingual skills (especially in English, Hindi, Gujarati) are advantageous.
9. Embraces new challenges with a positive and enthusiastic attitude.

Preferred Qualifications:

1. Certificate or Diploma in Business Administration, Customer Service, or a related field.
2. Prior experience in a visa consultancy or legal environment.

What We Offer:

1. Competitive salary.
2. Friendly and inclusive work environment.
3. Ongoing training in immigration services.
4. Platform to suggest improvements and drive innovation in your role.