Customer Service & Scheduling Coordinator (AU NDIS, Office-based)

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

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?

• 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 (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. We are building a dedicated

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