Customer Experience Representative

The Law Society of NSW is Australia's largest and most influential membership association for solicitors. We're not all lawyers, but we work together to support the legal profession and ensure a just society for all. 

We are currently looking for a full time Customer Service Representative to join our Customer Experience department.

About the role

The Customer Service Representative serves as 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, particularly in the context of the call centre services, by ensuring that all interactions are handled efficiently, with a strong focus on customer first principles. You will assist in triaging inquiries, ensuring they are directed to the appropriate resource based on urgency and complexity, and supporting the management's goal of delivering exceptional customer experiences.

What you'll be doing

• 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 the established call centre 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 the 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 demeanour 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.
• Perform any other reasonable tasks or requests as directed by Management, with a focus on how these tasks contribute to overall customer satisfaction and the objectives of the Customer Experience department.

About you

• 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.

To apply

The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role and supporting diversity. 

Applications should contain a CV and cover letter that outlines your key experience and motivations for this role.