Client Services Representative

Client Services Representative - Safetrac Pty Ltd

Safetrac Pty Ltd, Australia's foremost compliance platform, empowers organisations to navigate their compliance duties through training, policies, attestations, surveys, audits, tasks, registers, and reporting. Serving over 700 organisations across Australia and New Zealand, Safetrac blends leading compliance content with advanced technology to foster safer, more compliant workplaces. This Australian-owned and operated company has provided compliance solutions for over two decades, continually advancing through innovation, superior customer service, and the dedication of its team. Safetrac's clientele spans ASX-listed corporations, government bodies, educational institutions, healthcare providers, financial services, and not-for-profit entities.

The company cultivates a diverse, inclusive, and high-performing culture that values curiosity, accountability, and ongoing improvement. While its headquarters are in Melbourne, staff operate remotely across Australia, with regular gatherings for connection, collaboration, celebration, and enjoyment.

The Position

Safetrac seeks a Client Services Representative to deliver frontline client support, manage incoming inquiries, provide platform guidance, and conduct basic troubleshooting. This role is integral to delivering excellent service, supporting client retention, and ensuring prompt, precise responses. Initially, this position will support smaller clients, with opportunities to manage more complex accounts as skills develop.

Key Responsibilities

• Provide first-line support for client inquiries and platform usage.
• Monitor and action requests received in the shared client inbox.
• Deliver timely, accurate, and high-quality responses to clients.
• Assist with client onboarding and the delivery of basic training.
• Support client retention through positive service interactions.
• Escalate complex issues appropriately to Tier 2 or the Team Lead.
• Maintain accurate records within CRM and support systems.
• Identify opportunities for process enhancement and provide feedback to the team.
• Adhere to Safetrac's vision, values, policies, and procedures.
• Demonstrate adaptability to new systems, tools, and technologies.

Required Competencies

• Strong written and verbal communication skills.
• High attention to detail.
• A strong customer service mindset.
• Ability to prioritise and manage workload in a high-volume environment.
• Willingness to learn and develop technical understanding.
• Basic proficiency with CRM/systems.
• Team collaboration and reliability.
• Adaptability to new tools, processes, and technologies.
• Use and adoption of AI tools and workflow efficiencies.

Qualifications and Experience

• Minimum Requirements:
• VCE or equivalent.
• Strong English fluency.
• Beneficial:
• Experience in customer service or administrative roles.
• Exposure to CRM or support systems.
• Interest in SaaS, technology, or client services environments.

Work Details

• Location: Melbourne VIC
• Work Type: Full-time
• Work Arrangement: Onsite

If this opportunity aligns with your career aspirations and you wish for your application to be considered, please submit a cover letter that addresses the role's requirements.