Customer Experience & Administration Coordinator

About the role

IG3 Education is seeking an organised, personable and confident Customer Experience & Administration Coordinator to support the day-to-day administration of our Gold Coast office while maintaining proactive contact with our existing customers. This is a varied role combining general office administration with customer care. The balance between administration and customer contact will vary depending on workload, making this an ideal role for someone who enjoys variety and prefers staying productive throughout the day.

Key responsibilities

•  General office administration and day-to-day operational support.

• Answering incoming phone calls and responding to general customer enquiries.

• Managing emails, data entry, filing and document preparation.

• Maintaining accurate customer, product and contact records.

• Assisting with orders, purchasing, invoicing, freight and courier coordination where required.

• Proactively contacting existing EduTouch customers to check on their experience with our products.

• Asking customers whether they have activated or used their included EduTouch Unify licence.

• Providing basic information about EduTouch Unify and offering assistance with activation and onboarding.

• Providing basic information about MyIG3 and Wayground to customers and assisting with enquiries.

• Arranging demonstrations, onboarding assistance or further contact with the appropriate team member when required.

• Checking whether customers have any unresolved technical or product issues.

• Logging and escalating technical matters to our support team rather than being expected to diagnose complex faults yourself.

• Following up customer enquiries and outstanding matters to help ensure they are resolved.

• Recording customer feedback and identifying common issues or opportunities to improve our service.

• Assisting other members of the team with reasonable administrative tasks as required.

About you

• Friendly, professional and confident speaking with customers over the phone.

• Comfortable making proactive outbound calls to existing customers.

• Highly organised with good attention to detail.

• Able to manage multiple tasks and priorities without requiring constant supervision.

• A clear and professional communicator, both verbally and in writing.

• Comfortable working with computers, cloud-based systems and new software.

• Reliable and willing to take ownership of tasks through to completion.

• Able to recognise when an issue should be escalated rather than attempting to resolve something outside their experience.

• Customer-focused and genuinely interested in providing a positive experience. 

Previous experience in administration, customer service, account coordination, office support or a similar role will be highly regarded. 

You do not need to be an IT technician. Training will be provided on our products, EduTouch Unify and the processes required to handle common customer enquiries. 

Desirable experience 

Experience in any of the following would be beneficial, but is not essential: 

• Education, technology, AV or IT-related businesses.

• Helpdesk or ticketing systems.

• Order processing and logistics.

• Microsoft 365.

• Working with schools, government organisations or business customers.