Customer Service Ambassador

2 weeks ago

Sydney, New South Wales, Australia Law Society of NSW Full time

Job Overview

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The Law Society of NSW is a leading membership association for solicitors in Australia. We strive to support the legal profession and foster a just society.

We are seeking a full-time permanent Customer Service Ambassador to join our Customer Experience department.

About the Role

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  • You will be the first point of contact for external customer inquiries across various communication channels, including email, phone, web chat, and social media.">
  • You will support the broader objectives of the Customer Experience department by ensuring that all interactions are handled efficiently, with a strong focus on customer-first principles.">

Your Key Responsibilities

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  • Handle customer inquiries received via phone, email, web chat, and other channels promptly and professionally, emphasizing customer satisfaction and service excellence.">
  • Conduct initial triage of inquiries, assessing their urgency and complexity, and routing them to the appropriate department or team member in alignment with established protocols.">
  • Accurately and promptly communicate messages to relevant parties, ensuring that customer expectations are effectively managed and inquiries are resolved efficiently.">
  • Provide comprehensive support and guidance tailored to customer needs, ensuring clarity and resolving issues to enhance the overall customer experience.">
  • Maintain accurate and detailed records of customer interactions, contributing to the continuous improvement of triage and call-handling processes.">
  • Perform administrative tasks related to customer service, including data entry, mailouts, and report collation, all aimed at supporting the call centre's efficiency.">
  • Maintain a professional and welcoming demeanor in all customer interactions, striving to exceed customer expectations and support the Head of Customer Experience's strategy for delivering outstanding customer experiences.">
  • Keep the work area organized and presentable, reflecting the call centre's commitment to efficiency and customer-centric service.">
  • Adapt to additional hours or tasks as needed, particularly during high-demand periods, and support the call centre's staffing and workflow needs.">

About You

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  • Proven experience in a customer service or call centre role, with a focus on triaging and managing inquiries across multiple channels.">
  • Strong administrative and organizational skills, with the ability to balance priorities and meet deadlines in a call centre environment.">
  • Proficiency in Microsoft Office and other relevant software, including CRM platforms and call-routing systems.">
  • Commitment to high-level customer service with a focus on understanding and meeting customer needs in a fast-paced setting.">
  • Ability to work both independently and as part of a team, with a focus on supporting the call centre's objectives.">
  • Exceptional customer service skills, including the ability to handle complaints and difficult situations with a customer-first approach.">
  • Strong verbal and written communication skills, with an emphasis on clarity and customer understanding.">
  • Ability to quickly learn and retain information about the company's products, services, and procedures, and apply this knowledge to improve the customer experience.">
  • Proficient typing and keyboard skills.">
  • Attention to detail and accuracy in work, particularly in areas that impact the customer and call centre efficiency.">
  • Ability to work effectively under pressure, managing multiple tasks while maintaining a customer-first mindset.">
  • Collaborative mindset with the ability to support team goals and contribute to a customer-centric and efficient call centre culture.">
  • Strong interpersonal skills, with the ability to engage with customers from diverse backgrounds in a manner that makes them feel valued and understood.">
  • Adaptability and openness to new ideas and challenges, always considering how they impact the customer and the efficiency of the call centre.">
  • Professionalism, including honesty, integrity, and transparency, with a commitment to building trust with customers.">
  • Ability to focus and maintain a high level of accuracy in a fast-paced environment, ensuring that customer needs are met effectively and efficiently.">

What We Offer

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  • A competitive salary range of $65,000 - $80,000 per annum, depending on experience.">
  • Ongoing training and development opportunities to enhance your skills and career prospects.">
  • A dynamic and supportive work environment that values diversity and inclusivity.">
  • A generous leave package and flexible working arrangements.">

How to Apply

Please submit your application, including a CV and cover letter, to us via email. We look forward to hearing from you

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