Client Support Executive

Location: Williams Landing, Melbourne, VIC
Employment Type: Full-Time
Reports To: Client Support Team Leader / Branch Director

About Knowbal Group Pty Ltd

Knowbal Group Pty Ltd is a leading Migration and Education Consultancy dedicated to delivering exceptional client experiences through ethical advice, professional service and outstanding operational support. We believe every client's journey begins with excellent communication and responsive service.

We are seeking a proactive and customer-focused Client Support Executive to be the first point of contact for our clients, ensuring every interaction reflects Knowbal's commitment to professionalism, empathy and excellence.

Position Summary

The Client Support Executive is responsible for delivering exceptional customer service throughout the client journey. This role manages enquiries, coordinates appointments, supports the migration and education teams, maintains accurate client records and ensures a seamless client experience from initial enquiry through to case completion.

This position plays a vital role in maintaining client satisfaction and supporting the operational efficiency of the business.

Key Responsibilities

Client Experience

• Serve as the first point of contact for all client enquiries via phone, email and in person.
• Provide accurate information regarding Knowbal's migration and education services.
• Deliver a professional, friendly and welcoming client experience.
• Manage client expectations and ensure timely communication.
• Escalate complex matters to the appropriate team member.

Client Administration

• Create and maintain client records within the CRM.
• Schedule consultations, meetings and follow-up appointments.
• Prepare engagement documents and client onboarding packs.
• Ensure client files are complete and accurately maintained.
• Record detailed file notes after each client interaction.

Case Coordination

• Liaise with Registered Migration Agents, Education Consultants and Case Associates regarding client updates.
• Monitor outstanding documentation and follow up with clients.
• Coordinate internal workflow between departments.
• Track application milestones and communicate progress to clients.
• Support the team in meeting service delivery timelines.

Reception & Office Administration

• Welcome clients and visitors to the office.
• Manage incoming calls, emails and correspondence.
• Coordinate meeting room bookings.
• Assist with office administration and document management.
• Maintain reception and client waiting areas.

Compliance & Quality

• Maintain confidentiality of client information.
• Ensure all client records comply with internal procedures.
• Follow company policies and service standards.
• Assist with compliance and quality assurance activities.
• Support continuous improvement initiatives.

Key Performance Indicators (KPIs)

KPI

Target

Client response time

Within 2 business hours

Client satisfaction

90%+ positive feedback

CRM accuracy

98%+

Appointment scheduling accuracy

100%

Outstanding document follow-up

Daily

Administrative accuracy

98%+

Client file completeness

100%

Team collaboration

Meets or exceeds expectations

Skills & Experience

Essential

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• High attention to detail.
• Excellent organisational and time management skills.
• Ability to multitask in a fast-paced environment.
• Professional telephone and interpersonal manner.
• Proficiency in Microsoft Office Suite.
• Ability to work collaboratively within a team.

Desirable

• Previous experience in customer service, administration or reception.
• Experience within migration, education, legal or professional services.
• Knowledge of CRM or case management systems.
• Multilingual skills.

Qualifications

Essential

• Certificate IV or Diploma in Business Administration, Customer Service or a related field, or equivalent work experience.

Desirable

• Bachelor's degree in Business, Commerce or related discipline.
• Previous experience in migration or international education services.

Personal Attributes

The successful candidate will demonstrate:

• Exceptional customer focus.
• Professionalism and integrity.
• Empathy and patience.
• Positive attitude.
• Strong problem-solving skills.
• Accountability.
• Adaptability.
• Team-oriented mindset.
• Commitment to continuous improvement.

Career Progression

Knowbal is committed to developing its people through structured learning and internal career pathways.