Customer Support Coordinator & Office ReceptionCustomer Support Coordinator & Office ReceptionSubstance Pty Ltd | Collingwood, Victoria, Australia (on-site)Our BusinessFounded in 2002, Substance is a 100% Australian owned consumer health business based in Collingwood, Victoria. We have been creating premium quality, science backed products for Australian and International consumers for over 20 years. We pride ourselves on creating novel, niche and needed solutions to help people live a life of Substance.Our 4 consumer brands - BioRevive, Hydrodol, MilkyFoot & Drip, can be found in leading Pharmacies, Healthcare Practitioners, Grocery, Online, eCommerce & Specialty retailers in Australia and Globally.The Substance range of over 40 health products operate in the following consumer health categories - Vitamins Minerals Supplements, Oral Rehydration, Ear Care, Eye Care, Gut Health, Mouth Care, Anti-Inflammation, Skincare & Sexual Wellness.Role SummaryReporting to the Sales Manager, Customer Support Coordinator & Reception is responsible for providing exceptional customer service and front-desk support to ensure smooth day-to-day operations. This role is pivotal in managing customer inquiries, responding to emails and calls, and providing a welcoming front-line experience for both customers and internal stakeholders.Working closely with all departments, this role will also assist with general administrative duties, scheduling, and maintaining an organized reception area.The role is office only (no WFH) offered on a flexible basis of three days, spaced over four days, catering to the business and candidate needs.Key ResponsibilitiesCustomer Service Support:Respond to customer inquiries via phone, email, and in person in a timely and professional manner.Utilize Zendesk to manage customer service tickets and inquiries efficiently.Assist customers with general inquiries, order tracking, and basic troubleshooting.Escalate complex customer issues to the appropriate team members when necessary.Administrative Support:Manage incoming and outgoing mail and deliveries, including overseeing the Australia Post account and outgoing shipments.Maintain accurate customer records and update databases as needed.Prepare and distribute internal communications, notices, and reports as required.Support team members with administrative tasks as required.Reception & Front Desk Management:Act as the first point of contact for all visitors, ensuring a professional and welcoming experience.Answer and direct incoming calls and emails efficiently and professionally.Manage appointment scheduling and meeting room bookings.Maintain a clean, organized, and professional reception area.Key Performance Indicators (KPIs):Description KPIsCustomer Response Time 90% of inquiries responded to within 24 hoursCustomer Satisfaction Maintain an average customer satisfaction score of 4.5/5 or higherReception Efficiency Ensure all calls and visitors are attended to within 3 minutesZendesk Ticket Resolution 90% of tickets closed within SLA timeframesMail & Shipments Ensure all outgoing mail and deliveries are processed accurately and on timeQualifications, Skills & ExperiencePrior experience in a customer service or reception role, preferably within a small business setting.Familiarity with Zendesk or similar customer service platforms.Strong communication and interpersonal skills.Ability to multitask, prioritize workload, and work autonomously.Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).A proactive and solution-focused mindset with a passion for excellent customer service.This role is ideal for someone who thrives in a front-facing position and enjoys creating a positive and professional first impression while ensuring smooth reception and customer service operations.If this sounds like the perfect opportunity for you, please send a cover letter detailing your suitability for the role, coupled with a recent resume.Seniority levelEntry levelEmployment typePart-timeIndustriesWellness and Fitness Services
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