Customer Service Coordinator

About the role

As a Customer Service Coordinator you will be the friendly voice for our Members and Helpers, handling inbound and outbound calls, email and chat. You will support users of our innovative aged‑care software and help them get the most out of our services.

Key responsibilities

• Deliver exceptional service to Members and Helpers via phone, email and chat.
• Use knowledge of Support at Home packages and NDIS to address individual needs.
• Collaborate with internal teams to resolve issues and manage feedback.
• Proactively reach out to drive engagement, retention and high NPS scores.
• Coach Members and Helpers on using our software effectively.
• Play a key role in shaping a positive, impactful customer experience.

Required profile

• Minimum 2 years’ experience in a customer support, contact centre or call centre environment.
• Experience handling a high volume of phone‑based interactions, both inbound and outbound.
• Strong verbal and written communication skills, able to navigate sensitive conversations.
• Excellent problem‑solving abilities and a genuine passion for helping people.
• Ability to multitask across multiple systems while maintaining accuracy.
• Strong time‑management and organisational skills in a fast‑paced environment.

What we offer

• Flexible working – hybrid model with one day per week onsite in South Brisbane and remote work the rest of the time.
• $500 yearly wellness allowance.
• Extra day of annual leave after 2 years, with the option to purchase additional leave.
• Free confidential counselling through the Sonder Program.
• Parental leave support, including wage top‑up and extra super for primary caregivers.
• Special rate for care of a loved one.
• Okinawa trip after 5 years of service, all expenses covered.