We’re looking for a capable and organised Customer Care Coordinator to join our team at Civiq, helping ensure our customers receive a seamless experience once a sale has been confirmed.
This role sits at the centre of our post-sales customer experience.
It suits someone who enjoys coordinating activity, solving problems, communicating clearly, and making sure things actually get done. You’ll be the consistent point of contact for customers after the sales process, helping manage service requests, installation coordination, spare parts enquiries and general customer support.
About the Role
The Customer Care Coordinator acts as the primary point of contact for non-sales customer enquiries and post-sales support. You’ll coordinate service requests, respond to customer queries, manage installation communication, and work across Sales, Operations, Technical Support, Finance and other internal teams to ensure matters are progressed and resolved professionally.
At its core, this role is about creating a seamless customer experience. Customers should feel confident that their enquiry or issue is being handled, even when there is complexity behind the scenes. You’ll keep customers informed while working internally to move matters forward.
In many ways, this role represents the voice of the customer within the business. You’ll advocate for customers internally, ensure matters are progressing across teams, and escalate appropriately when issues stall or require attention.
This requires maturity, sound judgement and the confidence to navigate competing priorities while keeping the customer experience front of mind.
We’re looking for someone who takes ownership and thinks proactively. You’ll balance customer expectations with operational realities to find practical solutions, while also identifying trends in customer enquiries and service data that help improve how customer care operates.
Strong system capability is important. You’ll work extensively with our CRM and internal systems to manage enquiries, track service activity and extract useful insights from customer data.
This is a newly created role with the opportunity to help shape how customer care operates at Civiq. The right person will enjoy autonomy, take ownership, and be someone customers and colleagues trust to quietly keep things running smoothly.
This is not a role for someone who simply logs requests and passes them on. It suits someone who enjoys interacting with customers, values building genuine relationships, and takes pride in seeing issues through to resolution.
You’ll be responsible for:
• Acting as the first point of contact for non-sales customer enquiries via phone and email
• Coordinating service requests, spare parts, warranty matters and installation communication
• Keeping customers informed and ensuring issues are followed through to resolution
• Working across Sales, Operations, Technical Support and Finance to keep matters progressing smoothly
• Escalating issues appropriately and helping cut through complexity when needed
• Maintaining accurate CRM records and service information
• Running or reviewing reports to help identify recurring issues or service trends
• Supporting proactive customer care initiatives (for example customer surveys, coordinating preventative service communication)
• Contributing to improvements in customer care processes, documentation and systems
• Sharing customer insights and feedback to support operational and business improvements
About You
You’re organised, practical and calm under pressure. You communicate clearly, follow up consistently, and take pride in making sure issues are resolved properly.
You’ll likely bring:
• Experience in a customer service, coordination or support role
• Strong written and verbal communication skills
• Excellent organisation and follow-through
• Confidence working across multiple teams and stakeholders
• The ability to manage customer conversations professionally and calmly
• Comfort using CRM systems and structured processes
• A proactive mindset and willingness to improve how things are done
You may also have:
• Experience working in a B2B environment
• Exposure to manufacturing, infrastructure, education or local government sectors
• Experience coordinating service requests or installation activities
About Us
Civiq is an Australian-owned business creating high-quality, Australian-made water refill solutions that support healthier communities and reduce the impact of single-use plastic waste. Our products are used across schools, councils, public spaces and commercial environments nationwide.
We are in a growth phase, and flexibility, adaptability and initiative are essential.
Our Values
Smart. Sure. Pure.
At Civiq, our values are the essence of everything we do. We believe that living our values leads to success, guiding us as individuals and as an organisation.
The attributes expected of Civiq employees under those values are:
SMART
• Critical Thinking
• Curiosity
• Vision
SURE
• Professionalism
• Accountability
• Collaboration
PURE
• Integrity
• Sincerity
• Care
At Civiq, we place more value on attitude than on qualifications. We believe that learning is a lifelong endeavour. So, if you don’t tick every box, we still want to hear from you.
This is an exciting time to join a progressive and growing Organisation, in a role that you can truly
make your own.
To apply, please submit your resume and a cover letter, outlining your skillset and experience.
You must have the right to work in Australia without employer sponsorship.
No Agencies please.
