Client Services Coordinator

Do you have excellent English language communication skills? Are you passionate about delivering exceptional client service, and making a difference in the wellness industry?

Pilates Can Pty Ltd, a long-established Clinical Pilates business in Canberra, Australia, is seeking a dedicated Home Based - Full Time - Client Service Coordinator to join our team.

With over 20 years in the Clinical Pilates market, we offer a supportive environment for your professional growth. Start with this role and develop into our future Client Service Manager or Practice Manager.
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Job Description
Reporting to the Directors, Claire and David Gunther, you will play an essential role in maintaining client satisfaction via client service support tasks and administration.

Your primary focus will be working in close collaboration with both the clinical and the admin & marketing teams to deliver client services, ensuring a seamless experience for all Pilates Can clients and staff members.

Key Responsibilities:
• Client Interaction and Scheduling:
o Act as the primary point of contact for client inquiries via email and phone conversations, providing guidance on bookings, and handling payments and account management professionally.
o Educate clients with using the Clubworx app to manage their own session bookings, reschedules, and cancellations, ensuring satisfaction and ongoing engagement with Pilates Can's tailored services.

• Client Onboarding and Retention:
o Guide new clients through the onboarding process, ensuring they feel supported and welcomed.
o Foster long-term relationships through effective communication and client engagement strategies.

• Payments and Data Management:
o Process sales, package renewals, and other billing operations efficiently.
o Maintain accurate client records and generate management reports for operational insights.


• Process Improvement:
o Regularly review and improve client service workflows, suggesting updates to enhance efficiency.
o Document Standard Operating Procedures (SOPs) to ensure consistency in service delivery.

• Additional Responsibilities:
o Collaborate with the marketing team on podcast transcript editing, social media posting, and other tasks.
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Requirements:
• Excellent written and verbal English communication skills. Must have very clear English diction so clients can easily understand you on customer service phone calls.
• Proven ability to learn and execute administrative processes quickly & consistently.
• Experience with multiple online systems such as Active Campaign (CRM),
Clubworx (Scheduling Management), and Descript (Podcast Editing) is preferred, with a willingness and ability to learn new systems quickly, to enhance client service.
• A team player who is also able to work independently and efficiently from home.
• Previous experience in customer service or administration is a plus.
• Preferred experience working with Australian clients and in the wellness space.
• Experience with Australian English and ability to speak with Australian accent preferred.
• Having your own reliable computer, high speed internet and power to ensure 98% connection time on the job, during Eastern Australian work hours (AEST/AEDT) essential.
• This is a full time position, so we expect that this will be your only work focus.
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Remuneration
You will start at an attractive hourly rate, with performance reviews based on Key Performance Indicators (KPIs) discussed before onboarding. We aim for a long-term relationship with the right candidate.
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Training and Development
Comprehensive training in Pilates Can’s industry-leading SOPs, coupled with long-term growth opportunities into management roles, will set you up for success.
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Apply today to become part of a supportive, client-focused team that values dedication and innovation in the wellness industry. To help us continue providing high-quality clinical Pilates services, please send your resume and a cover letter to the Directors for immediate consideration.

Please note that we will only consider applications with an attached audio or video, or a link to access it. This recording is necessary for us to assess your verbal English communication skills.

Please provide a 30-60 second audio or video introducing yourself, stating where you are based, and explaining why you'd be suitable to join our team.