Service Coordinator / Customer Support

About us:

Plustel is a growing Sydney-based company delivering Security, Data, Electrical, Communications, Video Conferencing, Audio Visual and I.T. services across Australia and New Zealand.

We specialise in coordinating installations, service jobs and national rollout projects for a broad range of clients. As our operations continue to grow, we are looking for a reliable and organised full-time Service Coordinator / Customer Support team member to join our office team.

This is a long-term opportunity for someone who enjoys working in a fast-paced service environment, communicating with customers and technicians, and helping keep jobs organised from booking through to completion.

Role Overview:
As a Service Coordinator / Customer Support, you will be responsible for assisting with customer communication, technician scheduling, job updates and general account support.

You will work closely with clients, technicians, suppliers and the wider Plustel team to ensure jobs are booked, followed up and completed smoothly. This role would suit someone who is organised, confident with email communication, professional on the phone and comfortable managing multiple customer requests at the same time.

Key Responsibilities:

• Answering phone calls and responding to customer emails in a professional and timely manner
• Liaising with clients, technicians and partners to coordinate service bookings
• Building and maintaining strong client relationships through consistent communication and follow-up
• Creating, updating and managing jobs using our job management system
• Scheduling technician appointments and keeping customers updated on booking progress
• Collating job notes, photos and updates from technicians and presenting them clearly to clients and partners
• Contacting suppliers via phone and email to confirm pricing, availability and order hardware
• Preparing spreadsheets, reports and basic data entry
• Arranging couriers and tracking deliveries
• Assisting with drafting quotes and invoices
• Completing site inductions and compiling safety paperwork, including SWMS
• Providing general administration and account support to the team

Preferred Skills and Experience:

• Previous experience in customer service, scheduling, service coordination, administration or account support
• Strong written communication skills, especially with customer emails
• Professional phone manner and confident speaking with clients
• Excellent organisational skills and strong attention to detail
• Ability to manage multiple jobs, bookings and customer requests at the same time
• Confident using Microsoft Outlook and Excel
• Experience using ServiceM8, Monday.com or similar job management systems highly regarded
• Ability to work well in a team and communicate clearly with technicians and clients
• Bonus: Familiarity with telecommunications, security, electrical, I.T. or audio visual services
• Training will be provided for our systems, processes, safety paperwork and industry-specific requirements

Benefits:

• Full-time role with a growing national services business
• Supportive team environment
• Opportunity to develop skills in customer support, scheduling, operations and account coordination
• Professional development assistance

Work Authorisation:

• Australia work authorisation required.

Benefits:

• Professional development assistance

Work Authorisation:

• Australia (Required)

Work Location: In person