Paralegal
7 days ago
ParalegalAU-VIC-Melbourne
**Description**:
Position Summary
**Duties and Responsibilities**
- Preliminary assessment of customer legal entitlements under the Australian Consumer Law (ACL) via letters of demand received from customer's legal representatives.
- Prepare and draft response to letters and confirm with Legal Counsel that they are comfortable with the position taken and the response to the customers legal representative
- Assist and handle Tribunal Claims. Prepare submissions and other evidentiary documentation required.
- Acting as Ford's company representative at consumer tribunal conciliations, mediations, and hearings across Australia
- Handle communication with customers where required in response to legally escalated complaints. Handle contacts passed from the Client where required
- Handle communications from Dealers, Solicitors, Insurance Companies, Office of Fair Trading, and Society of Motor Manufacturers & Traders
- Handle/assist with other correspondence relating to legal issues
- Achieve key performance indicators of the role, both quality and quantity
- Use voice, language, and communication skills to communicate effectively and professionally
- Use technology provided to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts
- Develop and maintain product knowledge, business process and system expertise to meet on-going customer and client needs
- Work effectively and co-operatively with colleagues and other internal departments
- Provide feedback on customer cases as required
- Communicate any operational, process or system problems to the Team Leader/Manager
- Adhere to company policies and procedures
- Follow all health and safety rules and regulations
- Other duties or projects as assigned by the Customer Liaison Manager
**Education**
- Completed a High School Diploma
- Preferred - tertiary qualification or relative, legal studies, consideration given if working toward studies in law or relative legal studies.
**Experience**
- 2 years of experience in a customer service role or legal administration role either in a Customer Relations Contact Centre, Law firm, or PR/Sales field.
- Communicates both verbally and in written correspondence to an above average standard
- Proven experience in bespoke customer and business correspondence
- Knowledge of the automotive industry desirable
**Skills**
- Proven successful customer service experience and administration skills.
- Excellent verbal and written communication skills.
- Strong attention to detail and organizational skills, with Microsoft Office Suite proficiency.
- Ability to understand and communicate complex legal matters highly regarded
- An appreciation and understanding of the role the company plays in the marketplace.
- Maintain a positive, professional, and pro-active attitude towards customer enquiries.
- Ability to seek advice or escalate issues when necessary.
- Strong desire to resolve customer concerns
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