Customer and Service Coordinator (12 months & contracted through 3rd party)

Your role

The Customer & Service Coordinator serves as the first point of contact for all inquiries related to Property Services. The role is critical in delivering a professional and responsive customer experience, managing service requests, and coordinating with internal teams and external vendors. The incumbent plays a key role in ensuring service quality, vendor compliance, and continuous improvement in customer satisfaction.

Reports to: Manager, Vendor, and Services

Key Accountabilities

CUSTOMER SERVICES

- Act as first-point of contact by telephone, email and face to face with all staff, inquirers, stakeholders and vendors on behalf of Property Services related matters and managing the same in a highly professional customer service approach.

- Distribute requests and queries to appropriate team members in the Directorate and subsequently follow up on the status of requests and complaints.

- Communicate with inquirers, stakeholders and vendors in the event that the resolution of issues at hand becomes protracted.

- Manage the Service Now to ensure the effective turnaround, the resolution of tickets received and carry out weekly analysis of turnaround times and customer satisfaction.

- Ensure all enquiries are closed out properly in a timely manner and that the loop has been closed effectively by team members managing them.

- Ensure probity and integrity in all dealings with staff, students, stakeholders, clients and inquirers.

- Be on-call to answer Property Services’ Hotline on weekends (not required to be on-site, approx. 4 days/ month)

SERVICE MANAGEMENT

- Manage food vendors’ performance and provide feedback on their performance to ensure that the food services are in high quality and coordinate closely with OH&S in supervising vendors on food hygiene.

- Collaborate with the Legal, Finance and Procurement, to prepare contracts for all renewal and sourcing new service providers when required.

- Any other duties as assigned by Direct Line Manager

Key Selection Criteria

- Tertiary qualification in related field or equivalent education and/or experience At least three years of related work experience

- Demonstrated skills to handle complaints and demanding customers

- Excellent customer service approach.

- Well-developed interpersonal skills, including negotiation, liaison and prioritisation skills

- Experience in managing stakeholder and vendors performance

Additional Information

- Contract duration: 12 months

- Highly competitive gross salary

- Annual leave: 1 day per working month

- Accident Insurance 24/7

- Free use of onsite sports and fitness facilities

- Library on campus and online - access to the RMIT Australia online library

English Proficiency

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS General 5.5 (or equivalent Linguaskill 150).

To be eligible for this position you must be a Vietnamese citizen. Applications received from non-Vietnamese candidates will not be considered.

To Apply

Please submit your CV, cover letter, qualifications, ID, and address your suitability for this position by clicking on the ‘Apply’ button.

Important Notice

- Please ensure your application is submitted through our Workday system on the RMIT Careers page. We do not accept applications through other means.

- RMIT Vietnam will never request any fees or payments during the application process. Be vigilant about scams asking for payment to apply.

- For any questions or support, feel free to reach out to our Talent Acquisition team at email

Applications Close:

13 Jul 2025 11:59 pm