Customer Activation Coordinator

ABOUT THE CLIENT
Our client is an Australian-owned company providing 4G GPS medical alert watches and pendants to seniors, NDIS participants and aged care clients. 

A Plus product is where customers are connected to our Guardian platform and can add 24/7 professional monitoring.

ROLE PURPOSE
Own the daily activation of every new Plus order, so each customer receives a working, correctly configured device, is billed correctly, and is offered the right level of protection.

KEY RESPONSIBILITIES
1. Release product daily: Process and release all new Plus orders each day for dispatch.
2. Invoicing: Send the correct invoice to the relevant client or provider finance team within 1 hour of release.
3. Test call: Complete a test call with each client to confirm the device is working and the client is confident using it.
4. Set-up and emergency contacts: Confirm device set-up (including fall sensitivity settings) and verify emergency contacts are entered correctly.
5. Renewal details: Collect the correct renewal email and confirm it is set up accurately in Stripe.
6. 24/7 upsell: Identify suitable clients and offer our 24/7 monitoring plan, recording outcomes.

KPIs
- 100% of orders released same day
- Invoices sent within 1 hour of release
- Test call completed within 10 business days of delivery
- Zero billing or renewal errors in Stripe
- 24/7 monitoring conversion rate of 10%

SKILLS AND EXPERIENCE
- Strong attention to detail and process discipline
- Confident, patient phone manner with elderly and disability clients
- Comfortable across systems such as Shopify, Stripe and Xero (training provided on our Guardian platform)
- Some sales or customer success experience preferred

TECHNICAL REQUIREMENTS

• Reliable laptop or desktop computer, with at least one backup device
• Noise-cancelling headset for interviews and client meetings
• Stable internet connection (at least 100 mbps) with a backup connection