Careers at Auscript
Customer Support Advisor - Full-time opportunity

Location:
Brisbane  
Employment Type:
FT - Full-Time  
Department:
Customer Support

Who we are:

Auscript is Australia’s leading provider of court recording and transcription services, with almost 100 years of experience in the industry.  We work with a number of court jurisdictions around Australia delivering recording and transcription services, with the goal of delivering high quality transcripts to enable continued access to justice for all.

 

About the Customer Support team:

A measured balance of customer focus and detail orientation the role of the Auscript Customer Support team is to deliver outstanding service and strengthen relationships with external and internal customers. The team drives efficiency, working inquisitively and analytically to respond to high volume enquiries and driving a positive customer experience whilst assisting our internal teams in the fulfilment of high-quality transcription services.

 

About the Customer Support Advisor role:

In this role, you will support the team by enhancing the profile, reputation, success and profitability of the business through high-quality customer relationship management, including but not limited to processing court transcript orders for judicial officers, lawyers and parties to proceedings and liaising with internal teams to achieve on time delivery and prioritisation. Adaptability will see you excel in this multifaceted role. 



To be successful in this role you must:

  • Actively build and maintain positive business relationships with external and internal customers through effective listening skills, and clear and concise verbal and written communication.
  • Respond promptly to requests for information and client enquiries over the phone and in writing.
  • Process orders within agreed timeframes.
  • Prepare cost estimates for clients.
  • Liaise with internal teams to meet client deadlines.
  • Maintain complete and up-to-date records of all client interactions.
  • Contribute to workflow process improvements and innovations.

 

Essential Skills and Experience

  • Exceptional customer service skills and a positive "can do attitude"
  • Customer escalation management.
  • Previous telephone-based customer service experience with excellent communication skills, both verbal and written.
  • Excellent attention to detail and ability to troubleshoot.
  • Intermediate to advanced computer skills.
  • Ability to manage conflicting priorities and multiple workstreams.
  • Effective decision making.
  • Self-directed and positively contributes to a high-performing team.

 

If you thrive in a fast-paced environment, enjoy working in a highly connected team and want to make a difference we would we’d love to hear from you!  Please apply with your cover letter and resume. 

Due to the nature of our business all candidates will be required to undergo background screening including reference checks and an Australian Criminal History check.