Customer Service Specialist

4 days ago

Mornington Peninsula, Australia e28d98cc-2273-41be-b332-bc88aa851bbc Full time $60,000 - $90,000 per year

Company Description

We're a Melbourne-based creative agency specialising in high-end photo, video, and brand strategy for builders and trades.

Our work sits at the intersection of craftsmanship and storytelling — all anchored in three pillars:
Capable. Likeable. Trustworthy.

We take our work seriously, but not ourselves.

We care about brand. We care about story.

And we care deeply about making life easier for our clients.

Brand means ease.
(And your job is to make sure the entire experience feels like that.)

THE ROLE — WHAT YOU'LL OWN

You'll manage the entire client journey, end-to-end.

From onboarding → scheduling → shoot coordination → revisions → delivery → monthly wrap-ups.

Think of yourself as the "director of ease" — making sure every builder, tradie, architect, or business owner feels looked after, understood, and confident in our process.

Your responsibilities include:

1. Client Onboarding & Relationship Management

  • Be the main point of contact for all new and active clients
  • Run onboarding calls (briefing, expectations, timelines, next steps)
  • Bring warmth, clarity, and confidence — the Mango way
  • Ensure clients always know
    what's happening next

2. Project & Production Coordination

  • Manage team schedules and adjust for dynamic client timelines.
  • Coordinate with the team.
  • Ensure the right deliverables happen at the right time
  • Track progress across all packages (Framework, Handover, Subby)

3. Quality Control & Brand Consistency

  • Ensure everything aligns with Mango's aesthetic — clean, minimal, warm, architectural
  • Keep the brand pillars visible in every touchpoint: capable, likeable, trustworthy

4. Systems, Processes & Momentum

  • boards, and client folders
  • Improve client communication templates, journey maps, and delivery systems
  • Keep projects moving even when clients slow down

5. Client Happiness (Your North Star Metric)

  • Your mission: clients feeling taken care of
  • Respond quickly, communicate clearly, and reduce friction
  • Solve problems before they appear
  • Make Mango feel premium through every interaction

This role is perfect for someone who is...

  • Organised to a borderline spiritual level
  • Unflappable under moving timelines
  • A natural communicator (clear, warm, professional)
  • Obsessed with process AND people
  • Happy working in a fast-paced, creative environment
  • Able to think like a strategist and operate like a project manager
  • Values builders, craftsmanship, and storytelling
  • Loves structure, momentum, and a bit of dry humour

Bonus points if you've worked in:

— a creative agency

— construction industry

— film/production scheduling

— social media or brand strategy

(Not required but helpful.)

So why Mango?

Because this isn't a churn-and-burn agency gig.

This is a chance to:

  • Shape the future of how the construction industry tells its stories
  • Work with Melbourne's top builders + trades
  • Join a tight, energetic team who genuinely give a shit
  • Have autonomy, ownership, and a voice in how we grow
  • Build processes, improve the business, and create ease for clients
  • Be part of a brand that's
    serious about content, not ourselves

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