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.

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.
- 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.
- 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.

Key Performance Indicators (KPIs)

- Client response time: Target within 2 business hours (Daily)
- Client satisfaction: Target 90%+ positive feedback
- CRM accuracy: Target 98%+ (Daily)
- Administrative accuracy: Target 98%+ (Daily)
- Team collaboration: Meets or exceeds expectations

Skills & Experience

- 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.
- Previous experience in customer service, administration or reception.
- Experience within migration, education, legal or skilled services.
- Knowledge of CRM or case management systems.

Qualifications

- Certificate IV or Diploma in Business Administration, Customer Service or a related field, or equivalent work experience.
- Bachelor's degree in Business, Commerce or related discipline.
- Previous experience in migration or international education services.

Personal Attributes

- Professionalism and integrity.
- Empathy and patience.
- Strong problem‑solving skills.
- Accountability.
- Team‑oriented mindset.
- Commitment to continuous improvement.

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

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📌 Client Support Executive (Melbourne)
🏢 Knowbal Group
📍 Melbourne