Client Coordinator (Permanent WFH)

Are you a customer-eccentric individual looking to work with Australian clients? We have the perfect job for you!

We are looking for a detail oriented and proactive Client Relations Officer to create and nurture long-term client relationships. The incumbent will resolve any issue that arises and ensure that our clients are satisfied with our services. We have two offices, one based in Perth, AUS and our PH team is based in Pampanga. 

The successful candidate will need to be fluent both in verbal and written English. Working hours are Monday-Friday 7AM to 4PM AWST/PH Local Time.

Our team is located in Pampanga, so while this role is work from home, this role must be located in that same area for logistical reasons.

Responsibilities

Client Communication and Relationship Management

• Serve as the main point of contact between clients and the accounting team.
• Respond to client inquiries through email, phone, chat, or other communication platforms.
• Maintain professional and positive relationships with clients.
• Understand client concerns, expectations, and service requirements.
• Provide timely updates regarding accounting tasks, issues, and deliverables.
• Able to hop on and create loom videos for client inquiries and be able to do video calls with the clients, if needed.

Work Coordination and Task Management

• Coordinate daily accounting activities and client requests.
• Assign and monitor tasks among accountants, bookkeepers, and other staff.
• Track deadlines and ensure timely completion of client deliverables.
• Prioritize urgent or high-impact client requests.
• Follow up on outstanding tasks and ensure proper documentation.
• Manage phone calls and email correspondence and ensure that all client queries regarding their books are answered within the business KPI
• Manage the Intercom emails of the Tax Team to ensure that all client emails are answered immediately and accurately
• Stay in communication with clients if we are waiting on them for information so that they are aware we are unable to progress without this information
• Oversee all tax team emails – ensure all are responded to as per business KPIs (answered same day and question responded to within 3 days)

Accounting Service Coordination

• Coordinate the preparation and processing of bookkeeping, accounts payable, accounts receivable, payroll, bank reconciliations, financial reports, and other accounting services.
• Review submitted work for completeness and compliance with client instructions.
• Coordinate corrections or revisions when errors are identified.
• Ensure that accounting procedures are aligned with the client's requirements and established processes.
• Coordinate and liaise with ATO on client matters.
• Assist the Operations Manager in some of the administrative tasks
• Additional tasks / Ad Hoc duties that may be given from time to time.

Client Onboarding

• Assist with onboarding new clients and gathering required information and documents.
• Coordinate access to accounting systems, cloud applications, bank portals, and other authorized platforms.
• Document client-specific procedures, accounting policies, preferences, and deadlines.
• Facilitate the transition of work from the client or previous accounting provider to the accounting team.
• Schedule regular meetings through Zoom and Phone calls with clients to onboard client and ensure they are satisfied with our services
• Ensure new clients have a smooth and positive onboarding experience.
• Responsible for client off-boarding in our systems

Quality Assurance and Monitoring

• Monitor the quality and accuracy of work delivered by the accounting team.
• Conduct basic checks of reports and accounting outputs before submission to clients.
• Identify recurring errors, process gaps, or service issues.
• Coordinate corrective actions and process improvements.

Documentation and Record Keeping

• Maintain updated client records, procedures, work instructions, and communication logs.
• Ensure that client requests and instructions are properly documented.
• Maintain organized files and supporting documentation.
• Keep track of deadlines, deliverables, and outstanding client requirements.

Escalation and Problem Resolution

• Identify issues that may affect service delivery, deadlines, or client satisfaction.
• Resolve routine client concerns within the scope of authority.
• Escalate complex accounting, technical, compliance, or client-management issues to the appropriate supervisor or manager.
• Coordinate with internal teams to resolve client issues promptly.

Performance and Client Satisfaction

• Monitor client satisfaction and identify opportunities to improve service delivery.
• Gather and communicate client feedback to management.
• Monitor service-level agreements (SLAs), turnaround times, and deliverable schedules.
• Support client retention by ensuring consistent and responsive service.
• Responsible for client retention and client data integrity

Confidentiality and Compliance

• Maintain strict confidentiality of client financial, business, employee, and personal information.
• Follow company policies on data protection, information security, and access control.
• Ensure that client information is shared only with authorized personnel.
• Comply with applicable accounting, regulatory, and company requirements.

Qualifications & Requirements:

• At least 2+ years' work experience in a similar position.
• Excellent written and verbal English communication skills is a MUST
• Knowledge and experience of customer service, and standard practices and procedures.
• Proficiency in Microsoft Office tools.
• Loves working with numbers and spreadsheets.
• Intercom experience is preferred.
• Has a quiet working environment, as most of the work will involve client calls.
• Has strong attention to detail and accuracy.
• Outstanding English communication skills, both written and verbal.
• Strong people skills
• Excellent phone etiquette
• Outstanding organizational skills.

Your rewards and benefits

• Permanently Work from home
• Salary in line with experience
• HMO provided
• Career stability
• Work-life balance
• 15 days Paid Leave
• Ongoing education and training
• Must Follow Western Australian Public Holiday Schedule
• 13th-month pay (pro-rata)
• Fixed Weekend Off
• Team Building Events in Person
• Regular Training
• Laptop and Headset Provided (but you will need to provide your own monitors)

Technical Requirements

• Dedicated work desk at home
• At least 50 MBPS minimum Internet connection
• Backup device and Internet in times of power outages