Customer Support & Service Coordinator

Work Hours: Australian Eastern Standard Time (AEST) business hours

Job Overview

We are seeking a detail-focused and systematic Customer Support & Service Coordinator to serve as the central point of contact for gym owners and managers across Australia.

The role involves managing a shared Outlook inbox, cross-referencing customer information in Xero, and ensuring that urgent repair requests, spare parts inquiries, and new customer leads are accurately qualified and processed.

The successful candidate will be responsible for maintaining accurate customer records, coordinating service-related requests, managing email communications, and following strict step-by-step processes to ensure that every inquiry is properly resolved, scheduled, or flagged for the next action.

Key Responsibilities

Reactive Maintenance and Urgent Repairs

• Manage incoming urgent repair and maintenance requests from gym owners and managers.
  
• Locate and review customer records in Xero to verify account status and exact service address.
  
• Extract and document the gym name, specific machine brand and model, and exact equipment issue.
  
• Confirm the equipment brand and model number before assigning any task to technicians.
  
• Ensure technicians receive accurate and complete information before service coordination.
  

Important Rule: Never assign a task to technicians without confirming the brand and model number first.

New Customer Inquiries

• Respond to new gym service and maintenance inquiries through Outlook using the approved intake template.
  
• Collect and document customer billing details, machine lists, and location information.
  
• Draft new customer profiles in Xero based on the information provided.
  
• Ensure all required customer information is accurately captured and processed.
  
• Respond to all new inquiries within 2 hours during AEST business hours.
  

Important Rule: All new inquiries must receive a response within 2 hours during AEST business hours.

Spare Parts Inquiries

• Handle customer inquiries for replacement parts, including cables, belts, screens, and other equipment components.
  
• Confirm the machine model and serial number before processing a parts inquiry.
  
• Locate the correct replacement part using the inventory list.
  
• Coordinate with the relevant team to confirm parts availability and stock.
  
• Verify the exact manufacturer part number before processing any parts order.
  

Important Rule: Never process a parts order based on generic descriptions such as "the red wire." The exact manufacturer part number must be verified.

Database and Email Management

• Manage and organize the shared Outlook inbox on a daily basis.
  
• Use folder systems and status flags to organize incoming and ongoing emails.
  
• Update customer contact information and active site addresses in Xero immediately when changes are received.
  
• Maintain accurate and up-to-date customer records.
  
• Ensure every email is resolved, scheduled, or flagged with a clear next step before logging off each day.
  
• Maintain accuracy and cleanliness across customer data and email records.
  

Important Rule: Every email must be resolved, scheduled, or flagged with a clear next step before you log off for the day.

Requirements

Qualifications

Required Qualifications

• Minimum of 2 years of BPO / outsourcing experience in a customer service, ticketing, or administrative role.
  
• Preferably has experience supporting Australian clients.
  
• Minimum of 2 years of professional experience managing high-volume shared email inboxes.
  
• Strong, grammatically correct written English.
  
• Minimum of 1 year of experience using Xero or a similar database/ERP system.
  
• Experience looking up customer profiles, checking account statuses, and updating client information.
  

Highly Preferred Experience

• Experience coordinating trade services.
  
• Experience scheduling technicians.
  
• Experience managing spare parts requests.
  

Key Skills and Competencies

• Detail-Focused: Able to identify small model differences and ensure the correct parts and technicians are assigned.
  
• Calm Under Pressure: Able to remain professional, polite, and solution-focused when dealing with stressed gym managers and urgent equipment issues.
  
• Systematic: Able to follow a strict step-by-step checklist for every email and service request.
  
• Strong written communication and email management skills.
  
• Strong attention to detail and data accuracy.
  
• Ability to follow established processes and service coordination rules.
  
• Ability to manage multiple inquiries and priorities while maintaining accuracy.
  

Benefits

Why Join Us?

• Healthy, supportive, and conducive work environment (Great Place to Work™ Certified for five consecutive years!)
  

• Work with an innovative company delivering cutting-edge solutions across multiple industries
  

• Lead a team in a fast-paced, high-growth environment
  

• Competitive salary with opportunities for career advancement
  

• Collaborative, forward-thinking work culture
  

• 21 leave credits plus all client-based holidays
  

• HMO coverage with dependent benefits
  

• Exposure to world-class leadership from both local and international supervisors
  

Ready to take your sales career to the next level? Apply now!