Client Services Administrator

About Brandsec

Brandsec is a trusted leader in domain name management, helping businesses protect and optimise their online presence through expert domain portfolio management and related services. We support some of Australia’s largest brands to securely manage their digital assets. Our success and rapid growth are driven by the dedication and talent of our team, and we are currently seeking a motivated and detail-oriented individual with domain name industry experience to join us as a Client Services Administrator.

Role Purpose

The Client Services Administrator plays a vital role in providing administrative and operational support across our domain name management services, while also acting as a key support point for clients. This role helps ensure a seamless client experience, high service standards, and strong client satisfaction.

Key Responsibilities & Desired Outcomes

Domain Management Support

• Assist with domain registration, renewal, transfer, SSL and DNS management processes.
• Maintain accurate and up-to-date client domain portfolio records and documentation.
• Support domain lifecycle management tasks to ensure clients’ domains are protected and optimally managed.
• Proactively identify upcoming risks (e.g. expiries or misconfigurations) and escalate or address them before impacting clients.

Operational and Project Assistance

• Prepare materials for client meetings related to domain portfolio status and management.
• Assist in reviewing client invoices prior to the invoicing period.
• Support onboarding of new clients to ensure a smooth transition into Brandsec’s domain services.

Customer Service

• Provide responsive support to client enquiries related to domain services.
• Communicate clearly with clients, translating technical domain concepts into easy-to-understand information where required.
• Take ownership of client requests and follow through to resolution, ensuring a high level of client satisfaction.
• Follow up with clients to ensure resolution and satisfaction.
• Identify and troubleshoot issues reported by clients, coordinating with internal teams where necessary.
• Coordinate client reporting requests such as domain portfolio summaries, budget requests, and registrant lookups.

Operational Efficiency & Process Improvement

• Identify inefficiencies in operational workflows and suggest improvements that enhance both internal efficiency and client experience.
• Proactively address potential issues to maintain high levels of client satisfaction.
• Contribute to the continuous enhancement of domain management service processes.

Team Collaboration

• Work closely with internal teams to support domain management operations and deliver seamless client outcomes.
• Collaborate to resolve client issues in a timely and professional manner.
• Liaise with external service providers to deliver necessary services to clients.

What We’re Looking For

• Previous experience in the domain name industry is highly regarded, but not essential.
• We welcome applications from recent graduates or individuals early in their careers who are eager to learn and build experience in a specialised industry.
• Excellent organisational skills and attention to detail is a must.
• Confidence in engaging with clients, with the ability to build rapport and maintain positive working relationships.
• A proactive approach to client service, with a willingness to take ownership of requests and see them through to resolution.
• Ability to juggle multiple priorities and tasks efficiently in a client-focused environment.
• Strong communication skills with a professional and client-centric mindset.
• Proficiency with ticketing tools and Microsoft Office applications.
• A proactive approach to identifying and implementing process improvements.

Why Brandsec?

• Work in a fast-growing, dynamic niche industry.
• Collaborative and supportive work culture.
• Opportunities for professional growth and development.

Job Type: Full-time

Pay: $60,000.00 – $75,000.00 per year

Application Question(s):

• Notice Period

Work Authorisation:

• Australia (Required)

Work Location: Hybrid remote in Cremorne VIC