Job Overview

Our client is seeking a proactive and customer-focused B2B and B2C Customer Engagement Coordinator to manage new enquiries, maintain engagement with prospective and existing customers, and support business development across both business-to-business (B2B) and business-to-consumer (B2C) channels.

This role combines customer service, lead follow-up, relationship management and digital communications. The successful candidate will act as an important first point of contact for new enquiries while ensuring leads are followed up consistently, accurately recorded within the CRM and progressed through the appropriate customer journey.

The role will also assist with creating and distributing promotional emails, newsletters, engagement campaigns and other digital communications to support customer relationships, brand awareness and business growth.

Schedule: Monday-Friday, 8AM - 5PM Sydney Time, Flexible between business hours,  20–25 hours per week

Responsibilities:

Customer Enquiries and Engagement

• Respond promptly and professionally to new enquiries received through email, website forms, telephone, WhatsApp, social media and other digital channels
• Engage with prospective customers to understand their needs and provide relevant information about the business’s services
• Provide a professional, helpful and positive experience across all customer touchpoints
• Follow up with prospective and existing customers to maintain engagement and progress enquiries
• Respond to general questions, concerns and service-related matters
• Escalate complex, sensitive or operational matters to the appropriate team member
• Ensure enquiries are acknowledged and followed up within required timeframes

B2B and B2C Relationship Follow-Up

• Conduct regular follow-up with both B2B and B2C leads, customers, referral partners and other stakeholders
• Build and maintain professional relationships with prospective clients, customers, businesses and referral partners
• Re-engage inactive leads and contacts through scheduled follow-up communications
• Support customer retention and relationship-building activities
• Follow up after initial contact, quotations, meetings, introductions or service discussions
• Identify potential opportunities for further engagement and refer qualified opportunities to management
• Maintain consistent communication without using a high-pressure sales approach

CRM and Lead Management

• Enter new enquiries and leads accurately into the CRM
• Maintain complete and up-to-date contact, enquiry and follow-up records
• Progress leads through the appropriate CRM stages
• Schedule and complete follow-up tasks, reminders and communications
• Monitor outstanding leads to ensure opportunities are not missed
• Record customer interactions, outcomes and next steps
• Assist with maintaining a clean, organised and accurate CRM database
• Prepare basic reports or updates regarding lead activity, follow-up outcomes and engagement

Digital Communications and Promotions

• Create and distribute promotional and customer engagement emails
• Assist with developing regular newsletters for customers, referral partners and other contacts
• Draft clear, engaging and professional email content
• Create digital communications to promote services, updates, campaigns, events or business announcements
• Maintain contact lists and audience segments within email marketing or CRM platforms
• Assist with scheduling and coordinating digital communication campaigns
• Monitor engagement with emails and campaigns, including opens, responses and enquiries where available
• Adapt communications for different audiences, including B2B partners and individual customers
• Ensure all communications are professional, accurate and consistent with the organisation’s brand and tone

Customer Service and Administration

• Follow up with customers to confirm that enquiries or concerns have been addressed
• Maintain confidentiality and handle customer information appropriately
• Assist with general customer service and business development administration
• Coordinate information between customers and internal team members
• Meet agreed response time, follow-up and customer engagement expectations
• Provide regular updates to management regarding outstanding enquiries, lead progress and recurring customer feedback
• Assist with improving customer communication processes and templates

Requirements

• At least two years of experience in customer service, sales support, lead generation, business development, marketing support or a similar customer-facing role
• Strong professional writing skills, including the ability to create customer emails, promotional communications and newsletters
• Experience engaging with customers or leads across multiple communication channels
• Experience using CRM systems to record, manage and follow up leads
• Ability to manage both B2B and B2C communications
• Comfortable learning new systems, digital platforms and communication tools

Nice to have:

• Experience using Zoho, HubSpot, Salesforce or another CRM platform
• Experience using email marketing platforms such as Mailchimp, Brevo, Zoho Campaigns or similar
• Experience creating newsletters, promotional emails or customer engagement campaigns
• Experience managing enquiries received through WhatsApp Business and social media platforms
• Previous B2B relationship management or referral partner engagement experience
• Experience working with Australian customers or businesses
• Experience within healthcare, aged care, disability support, professional services or another service-based industry
• Basic experience with Canva or other digital content creation tools

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.