IT Client Experience Coordinator - MSP

Are you someone who loves speaking with customers, building relationships and making sure people receive an outstanding experience?

We are partnered with a growing Melbourne-based Managed Service Provider (MSP) supporting customers across Australia. Due to continued growth, they are looking for a Client Experience Coordinator to become the trusted first point of contact for their customers.

This is not a traditional technical Service Desk role. Your focus will be owning the customer experience, ensuring requests are handled smoothly, and helping the technical team deliver exceptional service. We’re looking for someone who is naturally customer-focused and enjoys being the person people rely on.

If you are a people person who enjoys solving problems, creating positive experiences and being the voice of the customer, this could be the perfect next step. Want to find out more? Get in touch today! 

Responsibilities:

• Answering incoming customer calls and providing a professional first point of contact
• Understanding customer requests and capturing the right information
• Logging, prioritising and directing tickets to the correct technical teams
• Regularly engaging with customers to gather feedback and improve service quality
• Following up on customer satisfaction surveys and service requests
• Coordinating communication between customers and internal teams
• Supporting administration, reporting and service improvement activities
• Helping improve processes to create a better customer journey

Skills & Experience Required: 

• Exceptional communication and relationship building skills
• A positive, energetic and empathetic approach
• Experience in customer service, coordination or client-facing roles
• Confidence managing conversations over the phone
• Strong organisation skills and attention to detail
• Ability to prioritise tasks and make decisions independently
• A passion for delivering a great customer experience

Beneficial Experience:

Experience with any of the below would be advantageous but is not essential:

• Managed Service Provider (MSP) or technology environment
• Service coordination or customer success
• Ticketing systems such as Autotask, ConnectWise or ServiceNow
• Microsoft Teams or phone systems
• Working alongside technical teams

What’s On Offer

• Join a growing technology provider supporting customers nationwide
• Opportunity to build a long-term career in the IT industry
• Progression into Customer Success, Service Delivery or Account Management
• Work closely with experienced technology professionals
• Supportive team culture
• No weekend or public holiday work
• Hours: Monday to Friday | 9:00am to 5:30pm

Salary: 

• $65,000 to $75,000 + Superannuation