Office Manager & Customer Success Coordinator

Office Manager & Customer Success Coordinator

Company Description

Cellregen is an Australian provider of mild Hyperbaric Oxygen Therapy (mHBOT) solutions that support recovery, performance, and long-term health. The company supplies, installs, and maintains hyperbaric oxygen chambers for homes, clinics, and wellness facilities across Australia. With a strong focus on education, Cellregen helps clients integrate oxygen therapy safely and effectively into their routines. The team works with athletes, health practitioners, and individuals focused on longevity and wellbeing. Cellregen is committed to offering not just equipment, but ongoing guidance, support, and long-term partnership.

Reports To

Owner/Director and General Manager

Location

Cheltenham, VIC

Employment Type

Full Time

Role Overview

The Office Manager & Customer Success Coordinator is responsible for supporting the day-to-day operations of Cellregen while delivering an exceptional customer experience throughout the post-sale journey.

This role combines office management, customer success, executive support, and accounts administration, ensuring the Director can focus on growing the business while customers receive timely, professional and proactive support.

The role works closely with the General Manager and acts as a central point of contact for customer onboarding, administration, accounts support and day-to-day office operations.

Key Responsibilities

Executive Support

• Manage the Director's email inbox(s) and calendar(s).
• Coordinate meetings, appointments and travel arrangements.
• Prepare correspondence and business documents.
• Answer general enquiry phone calls.
• Track action items and follow up where required.
• Provide administrative support to the Director.

Customer Success

• Manage customer onboarding following a completed sale.
• Update customer records within the CRM.
• Issue online training course access and onboarding information.
• Send customer manuals, documentation and welcome packs.
• Coordinate customer welcome gifts.
• Provide ongoing administrative support throughout the customer journey.
• Process and dispatch spare parts and accessories.
• Maintain accurate customer records and documentation.

Office Administration

• Support the day-to-day operation of the Cheltenham showroom.
• Coordinate office supplies, equipment and facilities.
• Assist with basic IT troubleshooting and liaise with external IT providers.
• Maintain organised filing systems and business records.
• Support internal administration and team coordination.

Accounts Administration

• Prepare and issue customer invoices.
• Process supplier invoices and maintain accurate financial records.
• Assist with accounts payable and accounts receivable.
• Reconcile customer payments and update records.
• Support the General Manager with basic Xero administration.
• Liaise with the external bookkeeper and accountant as required.

Collaboration

• Work closely with the General Manager to ensure a seamless customer experience.
• Assist with operational administration as required.
• Maintain a professional and customer-focused approach in all interactions.

Skills & Experience

• Previous experience as an Office Manager, Executive Assistant, Operations Coordinator or similar administrative role.
• Experience with accounts administration, invoicing or basic bookkeeping.
• Experience using Xero or similar accounting software is highly regarded.
• Excellent organisational and time management skills.
• Strong written and verbal communication skills.
• High attention to detail.
• Ability to manage multiple priorities simultaneously.
• Professional and friendly customer service skills.
• Experience using CRM systems and Google Workspace.
• Ability to work independently and maintain confidentiality.