Kelly Forward

Tribunal Officer

• Provide administrative assistance to Tribunal Members and Registrars
• Maintain case management
• Conduct case analysis
• Attend trainings
• Customer engagement

Member Support Officer

• Inform customers, representatives and the department of member decisions
• Complete finalisation tasks within required timeframes
• Return of Department files and appropriate management of internal tribunal files
• Manage Member support and Executive support inboxes
• Manage post finalisation customer enquires

Client Service Officer:

• Deliver quality customer service to a diverse field of clients for the Migration and Refugee Division, the Social Services and Child Support and the Other Divisions
• Respond to switch board and inbox enquiries from customers, including enquiries of some complexity and provide information and resolution to problems that may occur
• Operate and maintain Tribunal's case management systems
• Raise applications for the Migration and Refugee Division
• Perform all hearing officer duties
• Perform counter/reception duties assisting in all enquiries, payments for application lodgments and summons requests
• Assisted with on job training for new staff

• Responding to customer enquiries by phone, email and online enquiry chat within 24 hour timeframes
• Strong focus on KPIs
• Daily communications with warehouse and delivery companies
• Internal company communications
• Initiate problem solving
• Customer retention initiatives
• Manage customer expectations with best possible outcomes
• Maintain a high level of service and customer satisfaction

• New Seller acquisitions
• Attending industry trade shows and events
• Managing new seller applications and onboarding processes
• Sample all new products and select final product for brand specific curation
• Answer and resolve all seller enquiries
• Send all pre campaign correspondence to seller and maintain regular contact on the progress of their campaigns
• Actively seeking new and better ways to improve proficiency within the organization
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Manage all shipment/logistic correspondence with the third party logistics company