About the Role
We are seeking a highly organized, proactive, and customer-focused Operations & Client Services Coordinator to join our growing team. This role combines client service, quotation management, sales support, scheduling, rostering, and operations coordination, making it ideal for someone who thrives in a fast-paced service-based environment.
You will be responsible for managing customer enquiries from initial contact through to booking confirmation, preparing quotations, following up on leads, coordinating staff schedules, and ensuring smooth day-to-day operations while delivering an exceptional customer experience.
Working Hours:
Monday to Friday
9:30 AM to 6:00 PM AEST/AEDT (Melbourne Time)
30-minute unpaid break
Full-Time
Responsibilities
Client Services
- Respond promptly to enquiries via phone, email, website, and online platforms.
- Speak confidently with Australian clients to understand their service requirements.
- Recommend suitable services based on customer needs.
- Deliver exceptional customer service throughout the entire client journey.
- Build and maintain strong relationships with new and existing clients.
- Handle customer enquiries, concerns, and requests professionally.
- Maintain accurate customer records and communication notes within the CRM.
Quotation Management
- Prepare accurate and professional quotations based on customer requirements.
- Send quotations promptly and efficiently.
- Follow up quotations via phone and email to convert enquiries into confirmed bookings.
- Track quotation status and customer responses.
- Work towards maximizing enquiry-to-booking conversion rates.
Scheduling & Rostering
- Coordinate daily and weekly schedules for field staff.
- Allocate jobs based on staff availability, location, skills, and service requirements.
- Manage roster changes, cancellations, and urgent bookings.
- Ensure staff receive accurate booking information and updates.
- Optimize schedules to improve efficiency and minimize travel time.
Operations Coordination
- Liaise daily with field staff regarding schedules and service updates.
- Monitor staff availability and rostering requirements.
- Resolve scheduling conflicts and operational issues promptly.
- Ensure services are delivered efficiently and on time.
- Support onboarding coordination for new team members.
- Assist with maintaining smooth day-to-day operations.
Administration
- Maintain booking systems and operational records.
- Update customer and staff information.
- Monitor service completion and follow up where required.
- Prepare reports and assist with operational planning.
- Perform general administrative duties to support the operations team.
Must-Have SkillsEssential
- Previous experience in one or more of the following:
- Operations Coordination
- Client Services
- Customer Service
- Administration
- Scheduling
- Workforce Rostering
- Sales Support
- Experience preparing and sending quotations.
- Strong follow-up skills with the ability to convert enquiries into confirmed bookings.
- Excellent spoken and written English.
- Confident communicating with Australian clients over the phone.
- Outstanding organizational and multitasking skills.
- Strong attention to detail.
- Excellent problem-solving abilities.
- Ability to work independently and manage competing priorities.
- Reliable internet connection and a professional home office setup.
- Proficiency with Microsoft Office and cloud-based business systems.
- Preferred Experience
CRM Experience
Experience with Jobber CRM is highly desirable.
Candidates with experience using similar CRM, scheduling, or field service management platforms are also encouraged to apply, including:
- ServiceM8
- Housecall Pro
- Simpro
- HubSpot
- Salesforce
- Zoho CRM
- Monday.com
- ClickUp
- ServiceTitan
- Other workforce scheduling or CRM platforms
Preferred Skills
Experience in any of the following industries will be highly regarded:
- Cleaning Services
- Facilities Management
- Trades & Home Services
- Property Services
- Home Care
- Aged Care
- NDIS (not essential)
- Other service-based industries
Pay: From ₹40,000.00 per month
Benefits:
Work Location: Remote
