LegalVision is a market disruptor in the commercial legal services industry. Our innovative business model and custom-built technology allow our lawyers to provide a faster, better quality and more cost-effective client experience. LegalVision is a leader in delivering legal services in Australia and has assisted more than 150,000 businesses across Australia, New Zealand and the United Kingdom. We were named a LinkedIn Top Startup, one of Lawyers Weekly’s Top 25 Attraction Firms, and Law Firm of the Year at the Australasian Law Awards.

THE IDEAL CANDIDATE

• Experienced in customer service/account management: You have at least 12 months of experience working in a customer service or account management role, and are excited to pursue a career in this area. Legal experience is not required for this position, training will be provided.
• Passionate about helping clients: You have excellent client service focus and the ability to problem-solve or sell additional services when appropriate. You’re dedicated to creating support experiences that exceed client expectations.
• Personable, empathetic and understanding: A friendly and professional demeanour will get you far as this role will be client-facing and relies upon identifying and solving client problems.
• Driven, autonomous and efficient: You work independently and take ownership of your own activities and responsibilities. You are constantly looking for ways to challenge yourself and to improve yourself and the systems around you.
• Business and tech savvy: You will be using our innovative in-house technology to assist clients. You pick up new skills quickly. You are able to get into the mind of a business owner and understand their priorities and concerns.

• Build strong relationships with new members and guide them through the onboarding process.
• Proactively manage membership hold and cancellation requests, working closely with members to understand their concerns and offer solutions that align with their needs.
• Suggest initiatives to reduce churn and enhance member retention.
• Identify opportunities for members to upgrade or extend their membership and provide tailored recommendations.
• Act as the primary point of contact for member inquiries, including platform navigation and legal service-related questions.
• Analyse member usage patterns to detect potential churn risks and proactively encourage ongoing membership value.
• Action client feedback to continuously refine and improve our membership offering.
• Collaborate with other LegalVision teams to enhance the overall member experience based on insights and feedback.
  You’ll have challenging but attainable KPIs, talented colleagues, supportive leaders and excellent tools to help you succeed in the role. You will receive both formal and on-the-job training to give you a strong understanding of the legal and commercial needs of Australian and New Zealand businesses.