Customer Service & Operations Coordinator | Australian Air Conditioning Company | Full-Time, Remote

Customer Service & Operations Coordinator | Australian Company | Full-Time, Work From Home

Company: KleenAir
Location: Remote — Philippines
Salary: Negotiable based on experience and capability
Working hours: 6:00 am–3:00 pm Philippine time / 8:00 am–5:00 pm Brisbane time

Working days — seasonal roster

This role follows a five-day working week, with working days changing seasonally:

November to April: Monday, Tuesday, Thursday, Friday and Saturday. Wednesday and Sunday are days off.
May to October: Monday to Friday. Saturday and Sunday are days off.

You must be available for both rosters, including Saturdays from November to April.

About KleenAir

KleenAir is a family-owned Australian air conditioning and hygiene services company serving residential customers, property managers and commercial clients across South East Queensland.

We are looking for an organised, proactive and confident Customer Service & Operations Coordinator to join our office team remotely.

You will support customer enquiries, quotes, bookings, technician scheduling, service reports, real estate accounts and daily administration. Working closely with our office manager, administration team and field technicians, you will help keep jobs moving and customers informed.

This is a hands-on role requiring confident telephone communication, accurate documentation and consistent follow-through. We need someone who takes ownership of assigned work, asks sensible questions and follows tasks through to completion.

Key responsibilities

Customer enquiries, quotes and bookings

Respond professionally to enquiries by phone, email and SMS.
Gather accurate customer, property and service information and record it in our CRM.
Prepare and send quotes using approved pricing and templates.
Follow up enquiries, outstanding quotes and approvals, clearly recording the next action.
Convert approved quotes into bookings and send confirmations and reminders.
Coordinate booking changes and communicate updates to everyone involved.
Identify opportunities for additional servicing, repairs or replacement quotes and refer them to the appropriate team member.

Scheduling and technician coordination

Assist with scheduling cleaning, servicing, repairs, installations and site visits.
Help organise practical technician runs, considering location, travel time, job duration, access and technician availability.
Ensure technicians have complete job details, access instructions, customer notes and the approved scope before attending.
Follow up missing information and communicate schedule changes promptly.
Assist with supplier enquiries, parts pricing, orders and delivery follow-up as required.

Real estate and Trade Care administration

Process work orders from property managers and real estate agencies.
Arrange tenant access and appointments while keeping property managers informed.
Follow up quotes, owner approvals and outstanding instructions before scheduling work.
Send service reports, photos and job updates to the correct authorised contact.
Keep tenant access arrangements separate from property manager approvals and account matters.
Maintain accurate property, agency and contact records.
Assist with Trade Care account follow-ups and outreach to prospective agencies.

Service reports, photos and job completion

Review completed jobs for technician notes, photos, service reports and outstanding actions.
Follow up technicians when documentation is missing, unclear or incomplete.
Upload and organise photos and reports against the correct job and customer record.
Prepare customer-facing reports from technician findings, checking accuracy, spelling and presentation.
Seek clarification when technical findings are unclear.
Send completion reports and supporting photos to customers or property managers.
Reconcile completed work and unit counts against calendar entries and CRM records.
Flag jobs requiring further work, quotes, invoicing or management attention.
Follow each assigned job through until the required administration is complete.

Customer satisfaction and repeat bookings

Make customer satisfaction calls after completed services.
Record feedback and promptly escalate complaints or unresolved concerns.
Request customer reviews in accordance with company procedures.
Contact existing customers about annual servicing and help secure repeat bookings.
Maintain follow-up lists so outstanding actions and customer requests are not forgotten.

Daily administration and reporting

Keep CRM records, calendars, spreadsheets and task lists accurate and current.
Assist with invoice preparation, payment follow-up and reconciliation checks under office procedures.
Maintain technician hours and completed-unit records for payroll review.
Check fleet activity against scheduled work and flag discrepancies for management review.
Provide daily updates covering completed tasks, bookings, outstanding items and issues requiring attention.
Support the office team with administrative tasks and process improvements.
Protect confidential customer, staff and business information.

Social media and online reputation

Prepare and schedule three approved Facebook posts per week.
Assist with Google Business Profile posts and review monitoring.
Use approved job photos and content while observing customer privacy requirements.
Draft professional review responses for approval where required.
What we are looking for
Relevant experience in customer service, administration, scheduling or operations support.
Strong spoken and written English, with a confident and professional telephone manner.
Confidence speaking with Australian customers, property managers, suppliers and technicians.
Excellent attention to detail when handling addresses, prices, appointments, reports and job notes.
The ability to manage several active tasks, prioritise urgent matters and follow up consistently.
Confidence using CRM systems, shared calendars, spreadsheets, email and online calling tools.
Good judgement about what you can resolve independently and what needs escalation.
A proactive approach: you notice missing information, ask questions and take the next appropriate action.
Reliability, responsiveness and availability throughout the agreed working hours.
Willingness to learn our services, systems and operating procedures.

Experience with Australian trades businesses, real estate administration, Zoho CRM, Zoho Books or technician scheduling will be highly regarded. Air conditioning industry experience is helpful but is not essential.

Mandatory work-from-home setup

You must have a dedicated home workstation that allows you to handle customer calls, scheduling and administration professionally throughout your shift.

Your setup must include:

Dual screens: A laptop connected to an external monitor, providing two usable screens.
A reliable laptop: Capable of running our CRM, calling software, email, calendars and spreadsheets at the same time.
A dedicated workstation: A proper desk and comfortable chair in a quiet area free from distractions and background noise.
Reliable internet: A stable primary connection suitable for clear voice calls, video meetings and uploading job photos and reports.
Backup internet: A separate connection or mobile hotspot available if your primary connection fails.
Reliable electricity and backup power: Suitable backup arrangements to keep your laptop and internet connection operating during power interruptions.
A quality headset with microphone: Providing clear audio for customer calls.

This setup must be ready before you start. You must be able to remain contactable and perform your duties reliably throughout your scheduled shift.

What success looks like
Enquiries and quotes receive timely follow-up.
Bookings are accurate and technicians receive complete job information.
Reports and photos are checked and sent promptly.
Customers and property managers receive clear updates.
CRM records and calendars remain accurate.
Complaints and operational issues are escalated early.
Outstanding tasks have a clear next action and are followed through.

We value clear communication, accuracy, accountability and consistent effort. You should be able to take ownership of assigned tasks without needing repeated reminders.

How to apply

Please use the application subject line:

KleenAir – Customer Service & Operations Coordinator – [Your Name]

Include:

Your updated CV.
A short explanation of your relevant experience, particularly with Australian customers, trades businesses or property managers.
The CRM, scheduling, accounting and communication tools you have used.
A one- to two-minute voice recording introducing yourself and explaining why you suit this role.
Your expected monthly salary in PHP and earliest available start date.
Confirmation that you can work 6:00 am–3:00 pm Philippine time and follow both seasonal rosters, including Saturdays from November to April.
A photo of your dedicated workstation showing your laptop and dual-screen setup.
Your laptop specifications, a recent internet speed test and a brief explanation of your backup internet and power arrangements.

Please also answer this practical question:

A technician marks a job as completed, but the photos are missing and the report says the system needs a repair. The property manager is asking for an update. What would you do next?

Shortlisted applicants may be asked to complete a brief practical exercise covering customer communication, scheduling and attention to detail.