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

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

Benefits offered by this job

Medical coverage

Dental coverage

Life insurance

Paid leave

13th month pay

Annual appraisal

Career growth

Wellness facilities

Job summary

ConnectOS in the Philippines is seeking a dedicated client support coordinator to manage tickets, scheduling, and client communications for our Australian healthcare clients. You will use Zendesk for ticketing, Sandwai for scheduling, and perform outbound calls to update schedules, confirm changes, and coordinate care workers while maintaining privacy and data integrity.

The role offers a monthly package, healthcare benefits, annual appraisal, paid leave, and opportunities for professional

Qualifications

• 2+ years in customer service, admin, or contact centre roles.
• Excellent spoken and written English with a professional phone manner.
• Experience with ticketing or helpdesk systems (Zendesk, Freshdesk, ServiceNow).
• Experience with scheduling/roster management.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Handle ticket and email management in Zendesk, prioritising urgent to normal to low requests.
• Use Sandwai to create, update and cancel client services and assign workers.
• Make outbound calls to clients and workers to confirm changes and availability.
• Collaborate with team and escalate as required per SOPs.
• Maintain data integrity and ensure privacy compliance.

Skills

Customer service

English proficiency

Zendesk

Scheduling

Coordination

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?

1. Ticket & Email Management (Zendesk)

• Manage incoming tickets in Zendesk, prioritising urgent / normal / low requests.
  • 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.

2. Client Scheduling (Sandwai)

• 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).

3. Client & Worker Communication (Voice & Outbound Calls) (introduced after initial training period)

• 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.

4. Collaboration & Escalation

5. 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

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

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