Job Details

Client Services Senior Agent
Melbourne or Sydney | Full time | Hybrid

The BelRose Group has been exclusively engaged by VIQ Solutions (VIQ) to recruit a Client services senior agent as part of its continued growth across Australia. VIQ delivers secure voice and video capture technology, supported by specialist services, to clients operating in highly regulated environments. With an established global footprint and a strong reputation for reliability, the organisation combines advanced technology with deep sector knowledge to support legal, government and corporate customers where precision and confidentiality are essential.

About the opportunity
Reporting to the SVP Global Client Experience, The Client Services Senior Agent will oversee contract performance, service delivery and client relationships across Australia. You will ensure agreed service levels are achieved, reporting obligations are met and operational changes are clearly communicated to clients.
This role requires flexibility to work across time zones and the ability to lead remote teams. You will contribute to continuous improvement initiatives while driving strong customer service outcomes and retention.

Key responsibilities

• Build and maintain trusted relationships with major clients, law firms and ordering parties
• Ensure compliance with contractual commitments including reporting and service levels
• Manage contract variations, pricing reviews and issue resolution
• Oversee customer support processes and monitor team performance metrics
• Prepare accurate revenue forecasts and meaningful operational reports
• Manage complaints and fee waiver requests professionally
• Support, mentor and guide client service team members

About you

• Experience leading teams in complex, customer facing service environments
• Strong administration and contract management capability
• Demonstrated ability to manage competing priorities and meet deadlines
• Excellent written and verbal communication skills
• Sound analytical skills with the ability to interpret operational data
• Proficiency in MS Office and information management systems
• Australian working rights and ability to maintain required security clearances

 
What is on offer

• Hybrid working model across home, office and client sites
• Exposure to senior leadership within a global organisation
• Opportunity to influence customer experience outcomes across Australia
• Supportive and collaborative team culture

How to Apply
If you are driven to lead with purpose and make a lasting impact, we would love to hear from you
View Position Description (PDF)



Please direct your enquiries to Brie, Recruitment Lead at The BelRose Group on 0405 123 145 or brie@belrosegroup.com.au

Applications will be screened as they are received, and the role will close once the successful candidate is appointed.