Client Services Officer
$60,000–$70,000 year
HybridMilton, Ontario, Canada or Milton, Queensland, Australia
Job Summary
Answer a high volume of inbound calls and help desk queries, providing timely, accurate responses while managing day-to-day client communications and service requests. Log, track, and progress client issues through to resolution, thinking creatively to work through tricky, one-off problems that don't fit a standard script. Identify when an issue needs escalation to a Senior CSO or Team Leader and keep accurate records of interactions and case notes. Collaborate with the wider Service Support Team to balance workload and meet service standards by following established procedures for consistent delivery. Prioritise tasks under pressure to meet deadlines in this high-volume environment.
Required Qualifications
- Previous experience in a high-volume call centre, help desk, or phone-based customer service role
- A track record of handling complex or escalated customer service situations with professionalism and patience
- Customer Service Active listening, empathy, clear communication, rapport-building, conflict resolution, and de-escalation
- Creative Problem-Solving A critical thinker who can get to the root cause of an issue, think outside the box when the standard playbook doesn't fit, and land on practical, workable outcomes
- Time & Work Management Strong prioritisation and organisation skills, with the ability to multitask, stay accurate under pressure, and consistently meet deadlines in a busy environment
- Technical & Operational Comfortable with scheduling/rostering, CRM and case management systems, accurate data entry, and Microsoft Office (Excel, Outlook, Word). Good documentation habits and an understanding of SLAs
- Teamwork A collaborative approach: reliable, accountable, and happy to share knowledge, give and receive feedback, and support colleagues across the team
- Communication Confident with professional email writing, difficult conversations, and stakeholder communication
- Personal Effectiveness Resilient, patient, and adaptable, with a growth mindset and the initiative to keep improving how you and the team work
- *Only local applications considered at this time
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