Key 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.

Essential

• 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

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