Client Care Coordinator

7 days ago

Melbourne, Victoria, Australia InvoCare Australia Pty Ltd Full time $60,000 - $80,000 per year

Client Care Coordinator – Pet Aftercare Services

Be the heart of a compassionate brand supporting pet families through their journey of loss.

Location: Edenhills, Maddingley

Employment Type: Casual

About Us

At Edenhills, part of the InvoCare Group, we honour the unconditional love pets bring to our lives. We provide respectful and professional pet aftercare services to grieving families. We're seeking a compassionate and detail-oriented Client Care Coordinator to join our Client Care Team and help us deliver our purpose with empathy and excellence.

About the Role

As a Client Care Coordinator, you'll be a key point of contact for pet families and veterinary clinics, ensuring a seamless and compassionate experience through every step of the pet aftercare process.

Key Responsibilities

  • Provide empathetic customer service across phone, email, online chat, bookings, and social media
  • Coordinate pet viewings, ash collections, and client visits with professionalism
  • Prepare pets and viewing rooms to company standards
  • Liaise with internal teams to ensure smooth service delivery
  • Manage client payments, including Zip Pay and Vet Pay
  • Schedule and manage vet, home, and office collections
  • Accurately process client and vet data and maintain records
  • Assist with reporting, manifests, and travel logistics
  • Uphold hygiene, safety, and presentation standards
  • Attend team meetings and contribute to continuous improvement
  • Support induction of new veterinary clinics and assist with client follow-ups

What We're Looking For

  • Emotionally intelligent and compassionate individual
  • Strong communication and customer service skills
  • Physically capable of lifting moderate weights (upto 20 kilos) and standing for extended periods
  • Q Fever vaccinated (or willing to obtain)
  • High attention to detail and ability to follow procedures
  • Comfortable working in emotionally sensitive environments
  • Ability to work independently and collaboratively

Our Values – CARES

  • Collaboration – We respect one another and achieve more together
  • Accountability – We act with integrity, honesty, and fairness
  • Responsiveness – We put clients first, listening and acting to exceed expectations
  • Excellence – We innovate and improve continuously
  • Safety – We keep everyone safe, everywhere, every day

Why Join Us?

  • Be part of a purpose-driven organisation
  • Supportive and caring team culture
  • Training and development opportunities
  • Make a meaningful impact in people's lives

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