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NDIS Scheduling & Customer Support Officer

4 months, 3 weeks ago
Philippines
Full-time
Mid Level
Customer Support
Customer and Technical Support
CRM
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Outsourced Staff

Outsourced Staff

Outsourced Staff provides high-performing dedicated teams of tech, digital, and customer support specialists in the Philippines, helping businesses reduce costs and increase productivity.

Professional Services
11-50
View All Jobs 15

Description

  • Receive AI-generated emails and text confirmations, create jobs in the CRM, and allocate them to workers.
  • Post jobs on the internal job board and assign shifts based on availability and workload.
  • Handle reschedules, cancellations, and urgent two-hour service requests.
  • Send booking confirmations, referral forms, and service agreements to clients via email and SMS.
  • Monitor the CRM for signed documents and follow up when signatures are outstanding.
  • Act as the first human escalation point for after-hours and weekend calls that AI cannot resolve.
  • Manage simple customer service chats or calls, including support worker location issues and cancellations.
  • Review and validate contractor documents and cross-check required verification items for new contractor onboarding.
  • Maintain accurate CRM records and ensure compliance with internal processes.
  • Participate in weekly team meetings, internal training, and backup administrative tasks when ticket volume is low.

Requirements

  • Strong administration and scheduling experience.
  • Fast and accurate data entry skills, with confidence navigating CRM systems.
  • Excellent written English for email and text communication.
  • Good spoken English for future phone escalation responsibilities.
  • Ability to follow detailed processes, check documents carefully, and maintain accuracy.
  • Comfort working with new systems and workflows.
  • Highly organised, detail-oriented, empathetic, patient, and calm in communication.
  • Ability to work autonomously while switching between different task types.
  • Reliable home-office setup with strong primary and backup internet.
  • Availability to work either 6:00 am to 2:00 pm Sydney time or 2:00 pm to 10:00 pm Sydney time.

Benefits

  • Work-from-home remote position based in Manila.
  • Full-time role with structured shifts.
  • Opportunity to support community-based NDIS services.
  • Training and weekly team meetings provided.
  • Potential progression into voice-based escalation work.

Interested in this position?

Apply directly on the company website

Apply Now

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