Customer support / sales

Reply to incoming support requests through Zendesk in English;
Investigate issues with client’s accounts and resolve ‘at the back end’;
Liaise with internal teams when resolving support queries;
Feedback to Production team re: issues with data extraction and processing;
Feedback and liaise with Development team re: product features and new feature suggestions;
Monitor patterns of support queries and suggest topics that need to be covered in help centre;
Monitor incoming support queries to identify common topics and issues experienced by Partners;
Use these results to suggest new topics for our help centre (first line of defense);
Manage the partner support within the Knowledgebase.

Software used:

Salesforce (CRM)
Zendesk (customer support engine)
Asana (team project management)
Receptive
Google Drive
Yammer

Managing a team of 2 to 4 people
Meeting and consulting with clients for their employment and migration related needs
Providing potential solutions for the clients' needs and relevant service packages
Signing up clients for various of different migration and employment services 
Performing eligibility assessment for visa candidates and job seekers
Consulting clients for their migration related enquiries and providing them with relevant advice on their visa needs and eligibility
Building resumes/CVs and Cover letters on behalf of candidates based on the ability assessment
Seeking employment opportunities via various means - online job search engines, newspapers browsing, cold calling etc.
Maintain relationship with employers and provide them with relevant candidate according to their employment needs
Scheduling job interviews, job trials between job seekers and employers 
Attending interviews along with candidates and employer if necessary
Interviewing candidates and preparing them for potential real job interviews with employers
Negotiating terms and conditions of employment - working days and hours, starting date, salary, superannuation (pension), penalty rates, annual and sick leaves etc.
Drafting employment contracts
Explaining the terms of the contracts to candidates and helping them to understand it
Talent acquisition - online advertising, referrals, meeting with job seekers
Training junior staff
Monitor staff's performance 
Preparing monthly reports 

Providing initial eligibility assessment to clients for their migration requirements
Selling variety of company provided products depending on clients' needs - migration agent visa services, and employment services
Professional advice on various different migration visa types and countries – Australia, New Zealand, Canada, USA, UK, Ireland
Up-selling more products - opening bank accounts, referring to different departments of the company depending on client needs and requirements
Registering clients on CMS system

Involved in organisation and formation of the recruitment department 
Guiding candidates and arranging interviews with potential employers 
Building resumes/CVs based on conducted ability assessment with the candidates 
Sourcing and applying for different job opportunities on candidates behalf 
Liaising with employers to negotiate terms of employment 

Major: International Economic Relations

Including an Erasmus exchange program in for a semester in Porto, Portugal studying Human Resource Management, Marketing and Business Management