Customer Service Officer - Visa Enquiries

About the role

A full-time Customer Service Officer is sought to support the Migration team. The role combines client-facing work with administrative support, working closely with Registered Migration Agents and Case Managers so that visa enquiries are handled smoothly and clients have a positive experience. You will be among the first points of contact for visa enquiries.

Key responsibilities

• Respond to enquiries and follow up with prospective clients in a timely manner
• Carry out initial, high-level eligibility assessments for visa enquiries
• Schedule and coordinate client consultations, including payment follow-ups
• Prepare consultation notes and help with post-consultation follow-ups
• Communicate professionally with clients by email, phone, WhatsApp and live chat
• Handle inbound calls and online enquiries during rostered shifts
• Maintain accurate, up-to-date client records in CRM systems
• Support general admin tasks such as invoicing, reminders and file updates
• As required: organise client documents, help start online visa applications, support Case Managers with forms and document checks, track outstanding documents and report issues or delays

Required profile

• Bachelor's degree (all majors welcome)
• Strong written and spoken English
• Customer-focused, professional and empathetic approach
• Good time management, multitasking and attention to detail
• Preferred: at least 1 year of experience in a related role; fresh graduates encouraged to apply
• Preferred: experience in customer service, administration, sales or marketing, and with international or multicultural clients

Required skills

• Proficiency in Microsoft Office
• Proficiency in CRM systems