Customer Service And Scheduling Coordinator AU NDIS Office-based

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

Benefits offered by this job

Medical coverage

Dental coverage

Life insurance

Paid vacation

Sick leave

Annual appraisal

13th month pay

Office facilities

Wellness programs

Team events

Job summary

ConnectOS is seeking a proactive client scheduling administrator to support Australian healthcare clients from the Philippines. The role involves handling tickets, coordinating care workers, and delivering high-quality customer service in a fast-paced environment.

You will use Zendesk and Sandwai to manage tickets, create schedules, and communicate changes to clients and workers. A strong English proficiency and empathy for vulnerable clients are essential.

Qualifications

• 2+ years in customer service, admin, or contact centre roles.
• Clear, friendly English with a professional phone manner.
• Experience with ticketing/helpdesk systems (e.g. Zendesk, Freshdesk, ServiceNow).
• Experience with scheduling/roster management or coordination of multiple people, appointments, or services.

Responsibilities

• Manage Zendesk tickets and emails, prioritising urgent requests.
• Schedule services using Sandwai and coordinate care workers.
• Communicate with clients and workers, outbound calls for updates.
• Escalate issues per SOPs and maintain clear notes.
• Ensure privacy and data security per SOPs.

Skills

Customer service

English communication

Team collaboration

Proactive learner

Tools

Zendesk

Freshdesk

ServiceNow

Sandwai

Job description

Job Description:

Salary: P50,000-P55,000 (Monthly Package)

Schedule: Monday to Friday, rotating 8-hour shifts scheduled between 6:00 AM and 5:30 PM PHT.

What are we looking for?

Required Skills & Experience

• 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.

Nice-to-Have

• Experience in healthcare, aged care, disability support, insurance case management, or similar fields.
• Previous exposure to NDIS, aged care packages, or community care (training will be provided if not).
• Familiarity with Zendesk and/or Sandwai (or other scheduling tools).
• Experience supporting Australian clients/customers and understanding of Australian service expectations

Personal Attributes

• Customer-first mindset - genuinely cares about the experience of vulnerable clients and their families.
• Calm and empathetic on the phone; able to reassure clients, even when delivering changes or bad news.
• Team-oriented, enjoys collaborating, asking questions, and sharing knowledge.
• Proactive learner, willing to take feedback and continuously improve.
• High integrity, respects confidentiality and handles sensitive health information with discretion.

What will you do?

2. Client Scheduling (Sandwai)

3. 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 (scheduling software) 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.
• Collaboration & Escalation
• Quality, Compliance & Data Integrity
• Ensure all actions and entries in Zendesk and Sandwai are accurate, timely, and complete.
• Follow training and SOPs related to privacy, confidentiality and data security, especially for sensitive health and disability-related information.
• Contribute to maintaining high service standards for vulnerable clients

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. Our client is an Australian provider of home care services across NDIS, aged care, out-of-hospital care, and insurance-funded support.

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes

Requirements: