Bilingual Administration & Client Liaison Coordinator (Mandarin / English)

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TYPE OF WORK

Full Time

SALARY

60000

HOURS PER WEEK

40

DATE UPDATED

Sep 18, 2026

JOB OVERVIEW

Company is seeking a detail-oriented, culturally fluent Bilingual Administration & Client Liaison Coordinator to strengthen the administrative backbone of the business while opening a dedicated channel of communication with our growing base of Mandarin-speaking guests, inbound tour partners, and travel agents. This is a genuinely varied administrative role: the majority of your week will be spent on core office administration, records management, and booking/CRM support, with a meaningful portion dedicated to Mandarin-English guest liaison, translation of guest-facing materials, and coordination with Chinese-market travel trade contacts.

This role suits a candidate who is equally comfortable maintaining a tidy filing system and greeting a Mandarin-speaking guest with warmth and confidence — someone who takes pride in accuracy, communicates clearly across two languages and cultures, and is energised by variety rather than overwhelmed by it. Prior exposure to aviation, tourism, or inbound travel businesses is a strong advantage, as elements of this role (SA ---------- awareness, guest safety briefings, pilot logistics) are specific to the industry.

Key Duties & Responsibilities
1. General Administration & Records (~35% of role — Primary Focus)
● Provide day-to-day administrative support to the Associate Director and wider Company team, including correspondence, diary coordination, and document preparation.
● Maintain accurate filing, recordkeeping, and document control systems for flight operations, purchase orders, guest records, and pilot logistics.
● Prepare, format, and proofread internal documents, guest-facing letters, and reports in both English and Mandarin as required.
● Track office and operational supply inventory, ensuring stock levels are maintained and stockouts are avoided.
● Support routine updates to booking and workspace systems (Rezdy, Google Workspace) and report system bugs or IT issues promptly.
● Assist with onboarding administration for new pilots, contractors, and support staff as the team grows.

2. Mandarin-English Guest Liaison & Client Services (~30% of role — Secondary Focus)
● Serve as the primary Mandarin-English point of contact for Chinese-speaking guests, tour operators, and travel agents, via email, phone, and messaging platforms (e.g. WeChat).
● Respond to Mandarin-language enquiries regarding scenic flight and charter bookings with a warm, professional manner, and translate/relay enquiries to the wider team as needed.
● Translate and localise guest-facing materials — booking confirmations, pre-flight briefings, safety information, and marketing collateral — from English into accurate, culturally appropriate Mandarin, and vice versa.
● Deliver timely pre-flight and post-flight guest communication, setting clear expectations on timing, weather contingencies, and requirements, in the guest's preferred language.
● Act as an interpreter during live calls or virtual meetings between Company staff and Mandarin-speaking guests or partners when required.
● Flag recurring guest feedback, cultural considerations, or process issues to the Associate Director to support continuous improvement of the Chinese-market guest experience.

3. Bookings & CRM Coordination (~20% of role)
● Enter and update confirmed bookings in Rezdy promptly and accurately to keep the booking calendar current.
● Process booking amendments, rescheduling, and cancellations, updating all relevant systems and notifying affected guests and crew without delay.
● Maintain accurate guest and partner records in the CRM/booking system, including language preference and communication history.
● Support SARRMs (Search and Rescue) data entry and other flight-following administrative requirements to agreed timing standards.
● Coordinate pilot accommodation and car hire bookings as required for rostered trips.

4. Marketing, Content & Chinese-Market Coordination (~15% of role)
● Support translation and localisation of website content, blog posts, and social media captions for Mandarin-speaking audiences.
● Coordinate outreach and relationship-building with Chinese-market travel agents, inbound tour operators, and group booking contacts.
● Assist with social media scheduling and monitoring of Chinese-market-relevant platforms (e.g. WeChat, Xiaohongshu/RED) where applicable, in coordination with the marketing function.
● Support basic website updates, image uploads, and content coordination as required.

Language Requirements
● Native or near-native fluency in Mandarin Chinese (spoken and written), and professional fluency in English (spoken and written) — essential.
● Demonstrated ability to translate and interpret accurately between Mandarin and English in a business context, including under time pressure (e.g. live guest calls).
● Cantonese proficiency is an advantage but not required.

Required Experience
● Minimum 2 years' experience in an administrative, client services, or coordination role where accuracy and meeting deadlines were critical.
● Demonstrated experience communicating professionally with Mandarin-speaking clients, guests, or partners in a business setting.
● Demonstrated ability to work effectively and independently in a remote/offshore capacity, supporting an Australian-based team.
● A proven track record of delivering excellent, professional customer service across email, phone, and messaging channels.
● Fast, accurate data entry skills with strong attention to detail.
● Experience managing and responding to enquiries across multiple channels and, where possible, multiple languages.

Nice to Have
● Previous experience in tourism, travel, inbound Chinese-market tourism, or the aviation industry.
● Experience with a Customer Relationship Management (CRM) or booking system such as Rezdy.
● Experience with content translation, localisation, or social media scheduling tools.
● Familiarity with WeChat, Xiaohongshu (RED), or other Chinese-market digital platforms used for guest communication or marketing.

Required Education
● Bachelor's degree required.
● Formal qualification or certification in translation/interpretation, business administration, or a related field highly desirable.

Required Traits
● Proactive & Self-Motivated: The capacity to manage a diverse workload independently, anticipate needs, and take initiative without constant supervision.
● Culturally Fluent Communicator: Able to move naturally between English and Mandarin business communication styles, representing Company professionally to guests and partners from both cultures.
● Highly Detail-Oriented & Accurate: The ability to notice and correct small errors in data, translations, and documentation, and maintain consistently high accuracy.
● Excellent Written & Verbal Communication: A professional, friendly phone and messaging manner and the ability to compose clear, concise, guest-ready correspondence in both languages.
● Efficient & Organised: A proven ability to manage time effectively, prioritise competing tasks, and meet deadlines consistently.
● Problem-Solver: A natural inclination to troubleshoot issues and find practical, effective solutions, including navigating cross-cultural misunderstandings.

Required Software & Systems
● Google Workspace
● General booking/CRM software (training provided on Rezdy if not already familiar)
● High level of general computer literacy

Nice to Have Software & Systems
● Rezdy
● Xero (basic familiarity, for cross-coverage of finance-admin tasks)
● Social media scheduling tools (e.g. Social Bee) and Chinese-market platforms (WeChat Official Account backend, Xiaohongshu)

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