Customer Service & Admin Coordinator

Full-time | Bunbury | Procare Locksmiths

Be the calm, capable first point of contact for our customers.

Procare Locksmiths is looking for a full-timeCustomer Service & Administration Coordinator to join our small, busy South West team. A 9-day fortnight is possible after a successful probation period.

This is a highly customer-facing role. You will often be the first person a customer speaks to when they are locked out, have lost keys, have a security problem or simply need clear advice.

We are looking for someone who is warm, confident and organised — and who can stay calm and helpful when customers are stressed, frustrated or dealing with an urgent situation.

What you’ll do

Your main focus will be the front end of the customer journey, including:

• answering incoming calls, emails and online enquiries;
• understanding what the customer needs and gathering the right information;
• providing standard pricing and quotes where appropriate;
• creating jobs and customer records in ServiceM8;
• allocating suitable booking windows;
• confirming appointments and keeping customers informed;
• identifying urgent work and escalating when needed; and
• supporting the team with general administration.

You will work closely with our Operations Coordinator, who manages scheduling, work in progress, parts, complex pricing and job follow-up.

The role also includes some basic accounts administration, including:

• basic bank reconciliation;
• following up overdue invoices; and
• preparing end-of-month supplier payments for the Director to review and pay.

You do not need to be an accounts officer or bookkeeper, but you do need to be accurate and comfortable working with numbers.

About you

You’ll suit this role if you are:

• genuinely customer-focused;
• experienced (3+ years) in a similar customer facing role;
• confident and professional on the phone;
• calm when dealing with difficult or stressful situations;
• organised and able to manage changing priorities;
• comfortable learning new systems;
• accurate with administration and basic accounts work;
• proactive and solutions-focused; and
• happy working as part of a small team where everyone contributes.

Experience in customer service, administration, trades or service-based businesses is highly desirable.

Experience with ServiceM8 or Xero is a bonus, but not essential.

About Procare Locksmiths

Procare Locksmiths is an established South West locksmith and security business servicing residential, automotive, commercial and government customers.

Our purpose is simple:

Helping people feel safe.

We are continuing to improve our systems, technology and customer experience, while keeping the human service our customers value.

What we offer

• Full-time employment
• A varied role in a busy local business
• A supportive small-team environment
• Training and in our systems and upskilling opportunities in our industry
• The opportunity to take real ownership of the customer experience

How to apply

Please send us your resume and a cover letter referencing the skills required for this role, and why it appeals to you.

We would particularly like to hear about your experience dealing with customers who were stressed, frustrated or needed you to calmly find a solution.