Customer Service and Accounts Representative
About the role and the company hiring.
Customer Experience & Accounts Coordinator (Remote – South Africa)
About Cloud 9 Window Cleaning
Cloud 9 Window Cleaning is one of Sydney’s fastest-growing exterior window cleaning companies. We provide premium residential window cleaning services across Sydney and are committed to delivering an exceptional customer experience from the first phone call through every recurring service.
We’re looking for a professional, organised and personable Customer Experience & Accounts Coordinator to become the voice of our business. This role is ideal for someone who genuinely enjoys helping people, is highly organised, and thrives in a fast-paced environment.
Position Summary
As the Customer Experience & Accounts Coordinator, you will be responsible for managing customer communication, maintaining customer accounts, supporting daily operations, and ensuring every customer receives a five-star experience.
You will work closely with our management team, sales team and field managers to keep operations running smoothly while maintaining a premium level of customer service.
You are often the first and last person our customers speak with, so professionalism, empathy and attention to detail are essential.
Key Responsibilities
Customer Experience
Answer incoming customer phone calls promptly and professionally.
Make outbound calls regarding bookings, confirmations, follow-ups and service enquiries.
Respond to customer questions with confidence and professionalism.
Resolve complaints and concerns while protecting the Cloud 9 brand.
Retain customers who are considering cancelling their recurring service.
Follow customer service scripts while adapting naturally to each conversation.
Build long-term relationships with our customers.
Account Management
Maintain accurate customer records within our CRM.
Create, update and manage customer accounts.
Update recurring service schedules.
Process cancellations, postponements and reschedules.
Monitor recurring maintenance plans.
Ensure customer information is always accurate and complete.
Assist management with reporting and account administration.
Email & Inbox Management
Manage the company email inbox.
Respond to customer enquiries promptly.
Allocate emails to the correct team member when required.
Follow up outstanding customer requests.
Maintain organised records of all communication.
Scheduling & Operations
Coordinate with our operations team to ensure jobs run smoothly.
Update job statuses throughout the day.
Assist with daily scheduling changes.
Support field managers with customer communication.
Ensure all operational notes are accurate and up to date.
Customer Retention
Contact customers regarding upcoming services.
Rebook postponed appointments.
Save cancellations where appropriate.
Encourage customers to remain on recurring maintenance plans.
Request customer reviews following completed services.
Administrative Support
Prepare reports for management.
Complete general administration tasks.
Assist with process improvements.
Support the leadership team with operational projects.
Maintain confidentiality of company information at all times.
We’re Looking For Someone Who
Speaks fluent English with a clear, professional speaking voice.
Has excellent written communication skills.
Is warm, confident and customer-focused.
Has exceptional attention to detail.
Can manage multiple priorities at once.
Is calm under pressure.
Learns new software quickly.
Is proactive and takes ownership of problems.
Has excellent time management skills.
Works well independently while remaining accountable.
Preferred Experience
Customer service.
Call centre experience.
Administrative support.
CRM systems.
Scheduling or dispatching.
Email management.
Account coordination.
Working with Australian customers is highly regarded.
Technical Requirements
Reliable high-speed internet.
Quiet home office.
High-quality headset and microphone.
Modern laptop or desktop computer.
Backup internet or power solution preferred.
Working Hours (Sydney Time)
Monday to Thursday: 8:00 AM – 6:00 PM
Friday: 8:00 AM – 3:00 PM
Saturday: 8:00 AM – 3:00 PM
Sunday: Off
Key Performance Indicators (KPIs)
Customer satisfaction.
Average response time.
Cancellation save rate.
Customer retention rate.
CRM accuracy.
Email response time.
Scheduling accuracy.
Number of customer reviews generated.
Resolution time for customer enquiries.
Compensation
Competitive monthly salary (based on experience).
Performance bonuses based on customer satisfaction, retention and operational performance.
Long-term career progression opportunities as Cloud 9 continues to grow.
Why Join Cloud 9?
Join a rapidly growing Australian company.
Work directly with an ambitious leadership team.
Build a long-term career with opportunities for advancement.
Be part of a high-performance, supportive culture where your contribution has a direct impact on the company’s growth.
This is a direct company role. Apply with a short statement and resume. HireSava does not charge applicants or sit in the middle of your application.
How to apply
Hit Apply now. You will be asked for a short application statement, your resume, and answers to any screening questions the employer added for this role.