Customer Service and Accounts Coordinator

We’re hiring a Customer Service and Accounts Coordinator to support a leading Australian immigration and migration consultancy. The role involves managing client accounts, billing, application follow-ups, and ensuring smooth communication with customers throughout their migration journey.
If you’re organized, detail-oriented, and enjoy helping clients in a structured, hands-on way, this is a great opportunity to grow your career in a client-focused environment.

Duties and Responsibilities :
• The initial core focus of the role is to:
• Supporting existing clients with active applications
• Providing status updates and managing billing touchpoints

• Customer Service & Client Coordination
• Act as the primary point of contact for existing clients with lodged applications
• Provide regular, clear updates on application status in line with internal processes
• Manage incoming enquiries and complaints in a calm, professional, and solutions‑focused manner
• Resolve issues where possible or escalate appropriately to senior staff
• Deliver a consistent, well‑communicated client experience throughout the lifecycle of each case

• Accounts & Billing Support
• Assist with account reconciliation and maintenance of accurate client records
• Issue invoices and follow up outstanding payments in a professional and respectful manner \
• Support the collection of payments and liaise with clients regarding billing enquiries
• Ensure accurate tracking of payments and outstanding balances

• Administration & Operational Support
• Maintain accurate records across client files, applications, and accounts
• Support the Practice Manager and senior staff through reliable administrative execution
• Ensure tasks are completed accurately and within required timeframes
• Contribute to smooth internal workflows through structured and organized work practices

Required Experience/Skills :
• Essential
• Previous experience in an administrative, customer service, accounts, or coordination role
• Experience dealing with existing clients and ongoing cases or accounts
• Exposure to invoicing, payments, or basic account reconciliation processes
• Strong written and verbal communication skills, including confident phone communication
• High level of accuracy and attention to detail
• Desirable
• Experience in a professional services environment (e.g. legal, migration, financial, consulting, or similar)
• Familiarity with managing client files, applications, or case‑based workflows
• Experience handling customer complaints or sensitive client situations
• Soft Skills:
• Strong organizational skills with the ability to manage routine, structured tasks
• Excellent phone etiquette and a friendly, professional communication style
• Calm, patient, and confident approach to complaint and conflict resolution
• Solutions‑focused mindset with the ability to follow through to completion
• Ability to work independently while supporting senior team members
• Reliable, consistent, and comfortable working in a process‑driven environment
• Customer‑focused, with the ability to build trust and maintain client confidence

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