About Brainbox
Brainbox is different from every other BPO. It's not just the amazing culture, strong brand, loyal customers, and talented staff - it is deeper than that. The Brainbox core value of Always Be Kind is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do aims to provide people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love what they do and become the best versions of themselves.
We are seeking a highly organised and customer-focused
Client Success Officer to support the delivery of workplace health and safety services across Australia. This role plays a critical part in ensuring an exceptional client experience by coordinating appointments, maintaining accurate records, supporting renewals, and facilitating communication between clients, Safety Advisors, and internal teams.
Key Responsibilities
- Contact warm leads, existing clients, and renewal clients to coordinate workplace health service appointments.
- Schedule, confirm, and manage appointments for Safety Advisors.
- Coordinate advisor calendars to maximise efficiency and utilisation.
- Maintain accurate client records, appointment notes, and service activities in the CRM.
- Manage booking changes, cancellations, and follow-up communications.
- Send post-service emails, surveys, and client follow-ups.
- Track outstanding actions, renewals, and re-engagement opportunities.
- Support the Business Growth team by maintaining accurate client and assessment information.
- Monitor quotation and order progress within the CRM and escalate enquiries as required.
- Coordinate with internal teams to support service delivery and fulfilment activities.
- Ensure all documentation, records, and communications comply with approved processes and standards.
- Escalate client concerns, complaints, or complex enquiries to the appropriate team members.
- Maintain high standards of data accuracy, record keeping, and process compliance
Requirements
Essential
- Minimum 2 years of experience in customer service, client success, administration, scheduling, or coordination roles
- Excellent verbal and written English communication skills
- Strong organisational and time management skills
- Experience using CRM systems and maintaining accurate records
- High attention to detail and ability to follow documented processes
- Ability to manage multiple tasks and priorities simultaneously
- Strong problem-solving skills and professional telephone manner
Preferred
- Experience supporting field-based teams or appointment scheduling
- Experience working with Australian clients or within a BPO environment
- Experience using HubSpot, Salesforce, Zoho, or similar CRM platforms
- Background in healthcare, workplace safety, professional services, or service coordination environments
Benefits
Perks
- Attractive and competitive salary
- Tenure-based and Performance-based incentives
- Paid time off
- Day shift
- Unlimited cash incentives for hired referrals
- Engagement and Recognition programs
- HMO on day 1
- Work-life balance with a 37.5h week and free weekends
- International career growth and clients
- Opportunities to travel abroad
- Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants
- Fun and inclusive working environment and great working culture
- Dedicated local support with local Management, HR, onboarding, payroll, and ICT
- Access to unlimited training and micro-competencies to advance your skills
This role is subject to a number of skills and possible online practical tests.
This position is an onsite role at our Pampanga office. Candidate must be willing to work on-site.
