Junior Customer Concierge Specialist
About Odin Mortgage & Tax
Odin Mortgage & Tax is the global leader in Australian mortgage brokering and tax services for Australian expats and overseas investors. With offices in Hong Kong, Singapore, Nepal, and soon Australia, we’re on a mission to become the #1 choice for Australian mortgage and tax services worldwide.
Do Our Values Resonate with You?
At Odin, we operate with high agency, deep accountability, and an obsession for delivering exceptional customer service. We don’t wait to be told—we act, we take ownership, and we strive to be 1% better every day. If this resonates with your approach to work, we’d love to hear from you
Why Join Odin Mortgage & Tax?
This is a hands-on, client-facing role where you’ll learn how world-class customer service operates inside a fast-growing global business.
As a Junior Customer Concierge Specialist, you’ll support clients throughout their journey, keep communication clear and timely, and help ensure every client feels informed, supported, and confident. This role is ideal for someone early in their career who wants to build strong foundations in customer success, communication, and process-driven work.
About the Role
The Customer Concierge Specialist supports existing clients across mortgage, tax, and conveyancing coordination. You will focus on execution, communication, and follow-through, while escalating advice or complex decisions to licensed specialists.
Your goal is to help deliver a smooth, proactive, and reliable client experience.
Key Responsibilities
1. Customer Success, Expansion & Referrals
- Manage an assigned portfolio of existing customers as their single, reliable point of contact across mortgage, tax, and conveyancing coordination.
- Proactively identify and offer cross‑sell / upsell within various service ventures through approved lifecycle strategy reviews and approved scripts.
- Identify promoters and at-risk clients through sentiment, NPS, and engagement insights, then apply targeted playbooks to strengthen retention, secure testimonials and referrals from promoters, and address issues early for detractors.
- Hit individual sales targets for: Expansion revenue from existing client through increasing the Lifetime value (LTV).Qualified strategy sessions booked and referrals generated.
2. Proof of Value & Advocacy
- Capture structured client stories from “Initial Situation → Outcome,” highlighting measurable results.
- Request and collect short written testimonials, longer-form success stories, and simple video or audio testimonials using clear, “raw over polished” guidance.
- Maintain clean, real-time CRM updates so the Team Lead can see pipeline and record client proof for Marketing and Sales use.
- Prompt clients for testimonials using a guided framework (challenge, initial metrics, doubts, decision, results, standout moment) to create compelling, story-driven proof.
3. Service Delivery & Client Experience
- Follow defined communication cadences so clients never need to chase for updates
- Use checklists and SOPs to move files through each stage; coordinate with Expat Mortgage Specialists, Tax Advisors, and Conveyancers to remove blockers quickly.
- Run structured milestone calls using team call guides; document insights and next steps in HubSpot in real time.
- Monitor your portfolio for signs of frustration, confusion, or service risk and escalate with clear notes and proposed actions.
4. Performance & Continuous Improvement
- Consistently meet weekly activity and outcome metrics (touchpoints, booked sessions, NPS, expansion revenue, testimonials/reviews captured).
- Share recurring client objections and friction points with the Team Lead to improve scripts and processes.
5. Compliance & Process Adherence
- Use only approved scripts, templates, and offers; keep all conversations compliant and within your authority.
- Avoid providing product or financial advice; route advice queries to licensed specialists.
- Follow all concierge SOPs, workflows, and documentation standards with attention to customer details.
- Flag any suspected compliance or client‑risk issues immediately using the team’s risk framework.
Requirements
Required Experience
- Up to 1 year of experience in customer service, customer experience, client support, or customer-facing coordination roles
- Experience collecting or supporting customer feedback, testimonials, or basic customer stories
- Strong written and verbal communication skills in English
Favorable Experience
- Exposure to the Australian property, mortgage, or financial services industry
- Experience engaging English-speaking clients across multiple countries
- Experience using CRM or documentation tools (e.g. HubSpot, Notion) to manage client interactions and maintain accurate records
- Experience creating customer stories, testimonials, or proof assets (portfolio or samples preferred)
Qualifications
- Bachelor’s degree in Marketing, Communications, Business, or equivalent experience.
Required Skills
- Organized and detail-oriented with excellent time management.
- Ability to thrive in a fast-paced environment while maintaining accuracy and structure.
- Consistent accuracy when following SOPs, scripts, and structured processes
- Reliable follow-up and time management skills
Benefits
- Competitive salary
- Daily office breakfast & lunch
- 5-day work week (Mon–Fri), onsite
- Social Security Fund (SSF) enrollment
- 6:30 AM – 3:00 PM (your evenings are yours!)
- Medical & accidental insurance
- Work with a high-agency, globally distributed team and more