Customer Service Coordinator
CareWell Health Pty Ltd
Botany, Sydney NSW
Customer Service – Customer Facing (Phone Calls & Customer Service)
Full Time
$65,000 – $75,000 per year
About CareWell
At CareWell Health, we are dedicated to improving healthcare environments by providing high-quality, durable equipment and furniture designed for comfort and care. Since 2004, we've been trusted by healthcare professionals and facilities to deliver innovative solutions, including beds, mattresses, seating, and mobility products, tailored to meet the needs of both patients and caregivers. Our commitment to excellence, personalised service, and support ensures that every healthcare space is equipped with the best solutions for safety, comfort, and well-being.
Position Purpose
The Customer Service Coordinator is responsible for delivering exceptional customer service by managing enquiries, supporting customers throughout the order process, and ensuring a positive experience from initial contact through to delivery and after-sales support.
This role acts as the primary point of contact for customers, providing timely communication, resolving issues efficiently, and working closely with the Sales, Warehouse and Service teams to ensure customer expectations are consistently exceeded.
The role requires excellent communication skills, strong attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Customer Service
- Act as the first point of contact for customer enquiries via phone and email
- Provide professional, friendly and accurate assistance to customers
- Respond promptly to enquiries regarding products, orders, deliveries and service requests
- Build positive relationships with customers through excellent communication and follow-up
- Resolve customer concerns by coordinating with internal departments and keeping customers informed throughout the process
Order Support
- Assist customers throughout the order process from enquiry through to delivery
- Process customer orders accurately and ensure all required information is complete
- Provide customers with updates regarding order status, delivery schedules and expected timeframes
- Coordinate with Sales, Warehouse and Service teams to ensure customer requirements are met
- Escalate stock shortages, delivery delays or other issues where required
Customer Care & After Sales Support
- Coordinate warranty enquiries, service requests and product support
- Arrange service bookings and communicate schedules with customers
- Follow up outstanding enquiries to ensure timely resolution
- Maintain a high level of customer satisfaction throughout the after-sales process
- Identify opportunities to improve the customer experience
Administration
- Maintain accurate customer records, notes and communications within internal systems
- Process documentation relating to orders, deliveries and service requests
- Ensure customer information is accurate and up to date
- Support continuous improvement initiatives across customer service processes
- Assist with general administrative duties as required
Key Competencies
- Customer service excellence
- Communication and relationship building
- Problem solving and initiative
- Organisation and time management
- Attention to detail
- Team collaboration
- Adaptability and resilience
Work Environment
This role is primarily office-based and involves frequent interaction with customers, healthcare providers, aged care facilities, and internal teams including Ops, Sales, Warehouse and Service.
Reporting Relationships
Operations Manager
Works Closely With
- Ops team
- Sales team
- Warehouse team
- Service and Installation teams
- Logistics and delivery staff
- Customers and aged care facilities
Key Performance Indicators (KPIs)
- Customer satisfaction and service quality
- Response times for customer enquiries
- Accuracy of order processing and customer records
- Timely resolution of customer enquiries and issues
- Customer feedback and complaint resolution
- Effective communication with internal teams
- Contribution to continuous improvement initiatives
Review and Amendments
This job description outlines the primary responsibilities of the position but may be amended from time to time to reflect operational requirements.
Pay: $55,600.00 – $65,000.00 per year
Application Question(s):
- Do you have a current Police Check (National Police Certificate) for employment or are you willing to undergo one (aged care & NDIS requirement)?
Experience:
- Customer service: 1 year (Preferred)
Work Authorisation:
Work Location: In person
