Location: Level 6, 10 Queen Street, Melbourne VIC 3000, Australia
Company: Equix Technologies PtyLtd
Employment Type: Part-time or Full-time
Salary: AUD 25 – 28/hour (negotiable based on experience and capability)
Founded in 2008, Equix Technologies is a leading software company specializing in next-generation financial markets solutions. With strong technology capability and deep domain expertise, Equix has been trusted by clients in Australia and beyond to deliver innovative software products and digital solutions for the financial services industry.
At Equix, we combine technology, business thinking, and customer-centricity to create impactful products. We offer a collaborative, growth-oriented environment where team members are encouraged to learn, contribute ideas, and develop long-term careers in the IT industry.
About the role
We are looking for a Customer Service cum Admin Officer to join our Melbourne Office.
This role is designed with the following allocation:
- 80% Customer Service
- 20% Administration / Office Support
You will act as an important bridge between our customers in Australia and our internal teams, especially the delivery and technical teams in Vietnam. You will help ensure customer requests are properly received, clarified, tracked, and followed up in a timely and professional manner.
In addition, you will provide light administrative and office support for the Melbourne office, including document handling, scheduling, coordination, and basic executive support when required.
This is also a great opportunity for candidates who want to build a long-term career in technology. Based on performance, learning ability, and business needs, the successful candidate may choose to develop further toward a Business Analyst (BA) career path at Equix Technologies.
Job Responsibilities
1. Jobs related to customer care (80%) include:
- Serve as the first point of contact for customer inquiries, requests, and issue reports via phone, email, or other communication channels.
- Collect, clarify, and document customer issues accurately, including business context, screenshots, expected outcomes, and urgency level.
- Log and track requests/incidents in the internal system to ensure proper follow-up and resolution.
- Coordinate closely with internal teams in Vietnam, especially technical and product teams, to communicate customer concerns clearly and accurately.
- Translate business/user concerns into structured information so the internal team can investigate and resolve issues effectively.
- Keep customers informed about progress, expected timelines, and resolution status in a professional and timely manner.
- Follow up with customers after issue resolution to confirm satisfaction and ensure closure.
- Escalate critical or urgent matters to the appropriate stakeholders when needed.
- Build and maintain positive customer relationships through responsive, professional, and solution-oriented communication.
- Support the preparation of customer-facing materials, meeting notes, issue summaries, and follow-up documentation.
- Contribute to improving customer service processes, templates, FAQs, and internal knowledge documentation.
2. Administration Responsibilities (20%)
- Support day-to-day administrative operations of the Melbourne office.
- Handle incoming/outgoing correspondence, documents, and basic filing.
- Assist with scheduling meetings, preparing meeting rooms, and coordinating appointments when required.
- Provide basic support for office documentation, records management, and internal administrative tasks.
- Support CEO/management with simple coordination tasks, meeting arrangements, and document preparation as assigned.
- Assist in welcoming guests, coordinating office visits, and ensuring a professional office experience.
- Liaise with vendors or building management for basic office-related matters when needed.
- Support office supplies management and general office organization.
Requirements
- Capable of scheduling time for stable, long-term part-time work.
- Passionate about the customer service/secretarial/administrative field.
- Eager to learn with a positive attitude.
- Ready to acquire new knowledge.
- Strong logical thinking, quick, and open-minded
- Professional fluency in English is essential, both written and spoken (IELTS from 6.5).
- Preference will be given to candidates who have experience working in the IT field and have an understanding of the product development process.
Apply now via
- Email: [email protected]
- Tel/Zalo: (+61) 3 9068 3968