Customer Support Coordinator

About the role

You will join a Customer Support Coordinator role providing real-time support for Australian security operations. You will respond to guard shift changes, identify coverage requirements, contact suitable guards, confirm assignments and keep operational records accurate and current. This is an execution-focused role suited to someone who communicates confidently by phone, works accurately across multiple systems and remains composed when priorities change quickly. The position follows rostered shifts aligned with Australian operations, including nights, weekends and public holidays as required.

Key responsibilities

• Receive and respond to calls and notifications relating to guard drop shifts or coverage gaps
• Capture and validate essential shift information, including location, timing, requirements, urgency and instructions
• Identify suitable guards using approved rosters, availability information, contact lists and procedures
• Make professional outbound calls, manage callbacks and declined shifts, and confirm guard acceptance
• Update coverage, call outcomes, timestamps, escalations and notes accurately in the relevant systems
• Escalate unfilled shifts, short-notice gaps, compliance concerns and other exceptions promptly
• Provide clear handovers and communicate professionally with guards and internal stakeholders
• Protect confidential employee, roster, client and site information

About you

• Senior High School, secondary education or an equivalent qualification
• Experience in customer service, administration, retail, hospitality, dispatch, scheduling or another high-volume service environment
• Excellent spoken and written English suitable for Australian business operations
• Confidence handling inbound and outbound calls, including repeated contact attempts to achieve an operational outcome
• Strong computer literacy and the ability to work across multiple systems and screens during live calls
• Accurate data entry, disciplined documentation and strong attention to detail
• Sound prioritisation, problem solving and escalation judgement under time pressure
• Reliability, punctuality, confidentiality and flexibility to work rostered shifts
• Typing speed of at least 35 words per minute with accuracy

About us

At Symbos, growth is part of our DNA. We bring together people, technology and practical expertise to create connected experiences and meaningful outcomes for our clients. You will join a collaborative, people-first environment where trust, learning and operational excellence shape how we work. Our client is an established Australian security services provider supporting operations across multiple client sites.