Onboarding Coordinator

1 week ago

Sydney, New South Wales, Australia Madecomfy Full time

The Onboarding Coordinator is responsible for all things onboarding (surprise) Specifically, for us that means the successful onboarding and launching of new properties into our portfolio, after the property owner (customer) has signed the contract with MadeComfy.

The position is required to manage the transition of new properties into our portfolio, liaising with the customer as well as internal and 3rd party stakeholders (such as Sales Managers & Success Managers) during this process. Building trust along the way to ensure an effective, efficient & professional service at all times.

**Responsibilities include**:

- Organising a seamless transition of an owner and their properties between Sales and Customer Success.
- Liaising with staff and stakeholders across Australia and overseas to get the properties listed.
- Continuously improving the process and the accuracy of the service provided.
- Developing standard operating procedures, policies and workflows for strengthening customer relations and the service.
- Performing QA of the reports conducted by the field support team.
- Liaising with owners and setting the expectations about the service they will receive.
- Providing excellent customer service to our owners and showing great written and oral communication skills.
- Working with different departments and external stakeholders to set a property live within the expected time frame.
- Capturing all information about a property through organising reports which are conducted by our field support team, and through communicating with the owner at various stages throughout the process.
- Performing a final QA of the property listing before go-live to make sure that everything is adhered to and any feedback from the owner about the listing has been incorporated.
- Negotiating better rates with suppliers (photography for example).
- Educating the owners about various aspects of the service that MadeComfy is providing post onboarding (e.g. pricing, maintenance), and to set expectations.
- Working with the tech and product team on product improvements.

**Skills required**:

- High attention to detail.
- Excellent communication skills both written and verbal.
- Stakeholder management.
- Project management.
- Tech savvy (as you are working with multiple tech platforms)
- Can do attitude.

**KPIs**:

- CSAT for property onboarding: 80% and above.
- Average time to onboard a property:

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