Customer Success & Customer Service

Human Resources Focus; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Ongoing training

Career development opportunities

Job summary

Human Resources Focus – Smeaton Grange NSW is seeking a Customer Success & Sales Coordinator to create exceptional customer experiences from the first contact through to installation. This full-time role involves engaging with families, answering questions, and guiding them to the right next steps, with Saturday rotation.

The successful candidate will be the central link between customers, consultants, and the broader team, maintaining CRM records and nurturing leads throughout the journey.

Qualifications

• Demonstrated ability to help customers and build trust.
• Excellent listening and communication skills.
• Strong organisational skills and attention to detail.
• Comfort with CRM systems and customer data management.
• Sales experience is helpful but not essential; attitude matters.

Responsibilities

• Respond quickly to all new enquiries by phone and email.
• Create an outstanding first impression for every prospective customer.
• Build trust through genuine conversations, not scripted sales pitches.
• Understand each customer’s project, goals and priorities.
• Qualify opportunities and gather information for Pool Consultants.
• Help customers understand options and expectations throughout the process.
• Match qualified enquiries with the most appropriate Pool Consultant.
• Maintain accurate customer records in the CRM system.
• Nurture customers not ready to move forward to stay engaged.
• Collaborate with sales and construction teams to ensure a great customer experience.

Skills

Customer service

CRM familiarity

Communication skills

Active listening

Organisational skills

Problem solving

Relationship building

Tools

CRM software

Job description

Human Resources Focus – Smeaton Grange NSW

Help create exceptional customer experiences from the very first conversation.

Every year hundreds of families contact us because they’re dreaming about building a swimming pool. They’re excited, they’re nervous, and they have dozens of questions.

Your job is to make sure their first experience with us is exceptional.

This isn’t a high-pressure sales role. In fact, it’s the opposite.

You’ll be the friendly, knowledgeable first point of contact who takes the time to understand what people are trying to achieve, answers their questions honestly, and helps them decide on the right next step. You’ll also stay connected with our customers throughout their journey, gathering valuable feedback and ensuring every customer feels supported from their first enquiry through to the completion of their pool.

Our philosophy is simple: if we genuinely help people, they’ll want to do business with us. This is a full-time position and will require working on Saturday rotating roster.

Customer Success & Customer Service

Help create exceptional customer experiences from the very first conversation.

Every year hundreds of families contact us because they’re dreaming about building a swimming pool. They’re excited, they’re nervous, and they have dozens of questions.

Your job is to make sure their first experience with us is exceptional.

This isn’t a high‑pressure sales role. In fact, it’s the opposite.

You’ll be the friendly, knowledgeable first point of contact who takes the time to understand what people are trying to achieve, answers their questions honestly, and helps them decide on the right next step. You’ll also stay connected with our customers throughout their journey, gathering valuable feedback and ensuring every customer feels supported from their first enquiry through to the completion of their pool.

Our philosophy is simple: if we genuinely help people, they’ll want to do business with us. This is a full‑time position and will require working on Saturday rotating roster.

About the role

As our Customer Success & Sales Coordinator, you’ll play a critical role in our customer journey by:

• Responding quickly to all new enquiries by phone and email.
• Creating an outstanding first impression for every prospective customer.
• Building trust through genuine conversations, not sales scripts.
• Understanding each customer’s project, goals and priorities.
• Qualifying opportunities and gathering the information our Pool Consultants need before their first meeting.
• Helping customers understand their options and what to expect throughout the process.
• Matching qualified enquiries with the most appropriate Pool Consultant.
• Maintaining accurate customer records and managing our CRM system.
• Nurturing customers who aren’t quite ready to move forward so they remain engaged until the timing is right.
• Conducting customer follow‑up calls and surveys throughout the sales and installation process to measure satisfaction, gather honest feedback, identify opportunities for improvement and ensure no customer concerns go unnoticed.
• Working closely with the sales and construction teams to ensure every customer receives an exceptional experience.

You’ll become the central link between our customers, our consultants and our wider team.

We’re looking for someone who:

• Genuinely enjoys helping people.
• Builds trust and rapport quickly.
• Is naturally curious and asks thoughtful questions.
• Is an excellent listener.
• Communicates confidently on the phone and in writing.
• Is highly organised and enjoys keeping systems accurate and up to date.
• Can think on their feet and solve problems.
• Is confident using technology and CRM systems.
• Has excellent attention to detail.
• Enjoys working collaboratively with others.

Sales experience is helpful, but personality and attitude matter more. We’ll teach you everything you need to know about our products and processes.

What success looks like

You’ll know you’re succeeding when:

• Customers consistently tell us they felt listened to, informed and well looked after.
• Every enquiry receives a prompt, professional response.
• Our Pool Consultants begin appointments with a clear understanding of the customer’s needs.
• Customer feedback is captured accurately and used to improve our business.
• Customer concerns are identified and resolved early, before they become problems.
• Opportunities that may otherwise have gone cold are re‑engaged through proactive follow‑up.
• No enquiry or customer falls through the cracks.

Why join us?

We build more than swimming pools. We help families create places where they’ll spend time together for decades.

You’ll join a supportive team that genuinely cares about its customers and each other. You’ll receive ongoing training, work alongside experienced professionals, and have the opportunity to make a real difference to the experience every customer has with our business.

If you love building relationships, enjoy meaningful conversations and want a role where your communication skills genuinely matter, we’d love to hear from you.