Client Services Representative

Team – Client Services

Reports To – Head of Client Services

Managerial Position - No

Direct Reports - 0

Safetrac is Australia's leading compliance platform, helping organisations manage their compliance obligations through training, policies, attestations, surveys, audits, tasks, registers and reporting. Trusted by more than 700 organisations across Australia and New Zealand, we combine market-leading compliance content with powerful technology to help our clients build safer, more compliant workplaces.

Australian-owned and operated, Safetrac has been delivering compliance solutions for over 20 years and continues to grow through innovation, exceptional customer service, and the passion of our people. Our clients range from ASX-listed companies and government agencies to schools, healthcare providers, financial institutions and not-for-profit organisations.

We are a diverse, inclusive and high-performing team that values curiosity, accountability and continuous improvement. While our headquarters are in Melbourne, we work remotely across Australia and come together regularly to connect, collaborate, celebrate success and have fun.

The Role

We are looking for a Client Services Representative to provide frontline support to clients, managing incoming queries, platform guidance, and basic troubleshooting. This role is critical in delivering high-quality service, supporting client retention, and ensuring timely and accurate responses.

This role supports smaller clients initially, with progression toward more complex accounts as capability develops.

Key Accountabilities 

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

Competencies Required

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

Qualifications & Experience

Minimum Requirements

• VCE or equivalent
• Strong English fluency 

Beneficial

• Experience in customer service or admin roles 
• Exposure to CRM or support systems 
• Interest in SaaS, technology, or client services environments

If this sounds like your perfect role and you’d like your application reviewed, please include a cover letter addressing the requirements of the role. Thank you.