Customer Service Representative

VM Consultancy and Visa Services Australia Pty Ltd; Pasig; On-site; PHP 201,000 - 268,000; Full time

Job summary

VM Consultancy and Visa Services Australia Pty Ltd in Pasig is seeking a Customer Service Representative to deliver responsive, professional support to prospective and current visa clients, handling inquiries via phone, email, and messaging platforms and assisting with documentation and appointment scheduling.

The role emphasizes accurate record-keeping in CRM systems, coordinating with consulting and processing teams, and maintaining a positive, client-centered experience that aligns with the

Qualifications

• Experience in customer service or client-facing roles preferred.
• Experience handling inquiries via social media channels is a plus.
• Ability to coordinate with multiple teams (sales, marketing, education counsellors).

Responsibilities

• Serve as the first point of contact for client inquiries received via social media pages (Facebook, TikTok, Instagram) and other platforms.
• Provide general information about study abroad options and student visa processes, requirements, and potential challenges.
• Gather necessary details to qualify inquiries and transfer qualified leads to Education Counsellors.
• Ensure accurate handover of client details and conversation history to counsellors.
• Monitor progress of transferred inquiries and follow up to ensure timely responses.
• Maintain up-to-date records of inquiries, assignments, progress, and outcomes in the CRM/tracking system.
• Provide regular reports on lead status, client progress, and conversions to Marketing and management.
• Share client feedback to refine campaigns and messaging.
• Adapt to additional duties as needed.

Skills

Verbal communication

Written communication

Organizational skills

Customer service

CRM software

Tools

CRM software

Job description

Company Description VM Consultancy and Visa Services Australia Pty Ltd is a Filipino-Australian owned company headquartered in Melbourne, focused on supporting clients with a wide range of Australian visa applications. The organization is driven by a mission to simplify, accelerate, and strengthen the reliability of the visa process for Filipinos and global clients. With over 20 years of combined expertise in Australian education and migration services, the team provides informed guidance at every stage of the visa journey. VM Consultancy emphasizes personalized service, professional integrity, and long-term support, giving clients confidence that their aspirations are handled with care and expertise.

Role Description The Customer Service Representative is a full-time, on-site role based in Pasig, responsible for delivering responsive and professional support to prospective and current visa clients. Day-to-day tasks include answering inquiries via phone, email, and messaging platforms, providing clear information about services, and assisting clients with documentation requirements and appointment scheduling. The role involves maintaining accurate records in internal systems, following up on client requests, and coordinating with consulting and processing teams to ensure smooth service delivery. The Customer Service Representative also handles basic issue resolution, manages client expectations, and actively contributes to a positive, client-centered experience aligned with VM Consultancy’s standards.

Customer Service Representative

Position Overview:

A dedicated Customer Service Support Specialist supporting our Sales and Marketing Team by serving as the first point of contact for clients interested in studying abroad and student visa applications. Utilize communication skills, organization, and teamwork to enhance customer satisfaction and help drive engagement and conversions. Work closely with the Marketing Team and the assigned Education Counsellors to ensure every client receives timely, consistent support from first inquiry to visa outcome. If you thrive in a fast-paced environment and take pride in helping people reach their study abroad goals, we invite you to bring your expertise to our team.

Responsibilities:

• Serve as the first point of contact for client queries received through our social media pages, including Facebook Pages, TikTok, Instagram, and other platforms, responding promptly and professionally.
• Answer general questions about study abroad options and student visa application processes, requirements, and potential challenges, positioning our services as a valuable and trusted resource.
• Understand each client's educational goals and needs, and gather the necessary details to qualify the inquiry.
• Transfer qualified inquiries to the assigned Education Counsellor, ensuring all client details and conversation history are handed over accurately.
• Monitor the progress of each transferred client, following up with Education Counsellors and clients to ensure inquiries are addressed on time and nothing is left unanswered.
• Keep accurate, up-to-date records of all inquiries, counsellor assignments, progress updates, and outcomes in the CRM or tracking system.
• Provide regular reports on lead status, client progress, and conversions to the Marketing Team and management.
• Share client feedback and frequently asked questions with the Marketing Team to help refine campaigns and messaging.
• Embrace a versatile role that may encompass a range of duties based on organizational requirements, demonstrating flexibility and commitment to the team's goals.

Key Attributes:

• Strong verbal and written communication skills to build rapport and respond clearly across social media channels.
• Highly organized and detail-oriented, with the ability to track multiple client cases and maintain accurate records.
• Proactive in following up and resolving issues to ensure no client is left without a response.
• Ability to work well with the Marketing Team and Education Counsellors, fostering trust and collaboration.
• Patient, empathetic, and customer-centric, with motivation to help the team meet and exceed its targets.
• Other ad-hoc tasks that maybe assigned from time to time.