Customer Service Representative

Join to apply for the Customer Service Representative role at The Law Society of NSW . Full time permanent role – 35 hour working week, located in the heart of Sydney’s CBD (Martin Place). The Law Society of NSW is Australia’s largest and most influential membership association for solicitors. We support the legal profession and ensure a just society for all. 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 Customer Experience department, particularly in the context of the call centre services, by ensuring that all interactions are handled efficiently and with a strong focus on customer‑first principles. 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 urgency and complexity, and routing them to the appropriate department or team member. Accurately communicate messages to relevant parties, ensuring customer expectations are managed and inquiries 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 continuous improvement of the triage and call‑handling processes. Perform administrative tasks related to customer service, including data entry, mailouts and report collation, supporting the call centre’s efficiency. Maintain a professional and welcoming demeanor, striving to exceed customer expectations and support the Head of Customer Experience’s strategy. Keep the work area organized and presentable. Adapt to additional hours or tasks as needed, particularly during high‑demand periods. Perform any other reasonable tasks or requests as directed by Management. 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. Exceptional customer service skills, including handling complaints and difficult situations. 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. Ability to work effectively under pressure, managing multiple tasks while maintaining a customer‑first mindset. Collaborative mindset, supporting team goals and contributing to a customer‑centric and efficient call centre culture. Strong interpersonal skills, engaging with customers from diverse backgrounds. Adaptability and openness to new ideas and challenges. Professionalism, including honesty, integrity and transparency. Ability to focus and maintain a high level of accuracy in a fast‑paced environment. 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 outlining your key experience and motivations for this role. #J-18808-Ljbffr