Client Scheduling & Support Specialist

ConnectOS; Mandaluyong; On-site; PHP 558,000 - 614,000; Full time

Benefits offered by this job

Medical, Dental Coverage and Life ins.

Paid Vacation and Sick Leave

Competitive salary package and annual

Financial Assistance Program

Mandatory Government Benefits and 13th

Complimentary Sleeping Quarters

Complimentary Office Fitness and Well-

Regular Company Events and Career grow

Job summary

ConnectOS is hiring a Client Scheduling & Support Specialist in Mandaluyong, Philippines. You will manage client scheduling, ticketing, and communications with care workers and clients using Zendesk and Sandwai, ensuring timely updates and accurate notes.

Join a fast-paced, service-oriented team that supports Australian and other international clients. Requirements include 2+ years in customer service or admin, excellent English, and experience with scheduling tools.

Qualifications

• 2+ years experience in customer service, administration, or contact centre roles (ideally supporting Australian, NZ, UK, or US clients).
• Excellent spoken and written English, with a clear, friendly, and professional phone manner.
• Experience with ticketing or helpdesk systems (e.g. Zendesk, Freshdesk, ServiceNow, etc.) is highly preferred.
• Experience with scheduling/roster management or any role involving coordination of multiple people, appointments, or services is a strong plus.
• Comfortable working in a fast-paced, service-oriented environment with a high volume of small tasks.

Responsibilities

• Client Scheduling (Sandwai)
• Client & Worker Communication (Voice & Outbound Calls) (introduced after initial training period)
• Ticket & Email Management (Zendesk)
• Manage incoming tickets in Zendesk, prioritising urgent / normal / low requests.
• Action common requests such as: Pausing or resuming services (e.g. client going into hospital).
• Updating client details or preferences.
• Answering basic "who is coming and when?" enquiries.
• Communicate with clients and providers to coordinate and schedule support workers based on client requests, availability, qualifications, and service requirements.
• Escalate tickets you are not trained or authorised to handle, following agreed escalation matrices/SOPs.
• Maintain accurate, clear notes on all tickets.
• Use Sandwai to: Create, update, and cancel scheduled services for clients.
• Assign and reassign services to appropriate care workers according to instructions from senior staff.
• Enter and maintain accurate visit notes and service details.
• Over time, with additional training, support matching clients and workers using system filters (e.g. gender, experience with dementia, location, special skills).
• Make outbound calls to clients to: Confirm schedule changes (time changes, substitute workers, cancellations).
• Provide updates about upcoming visits.
• Make outbound calls to workers to: Offer new shifts/clients in their area.
• Confirm their availability for new or changed services.
• Handle a defined set of inbound call types, once trained, using call scripts, knowledge base, and support from the Australian team.

Skills

Customer service

Administration

Scheduling/roster management

English proficiency

Communication

Tools

Zendesk

Sandwai

Job description

ConnectOS is hiring a Client Scheduling & Support Specialist in Mandaluyong, Philippines. You will manage client scheduling, ticketing, and communications with care workers and clients using Zendesk and Sandwai, ensuring timely updates and accurate notes.

Join a fast-paced, service-oriented team that supports Australian and other international clients. Requirements include 2+ years in customer service or admin, excellent English, and experience with scheduling tools.