NDIS排班与客户支持官员
NDIS Scheduling & Customer Support Officer
关于公司：
我们的客户在NDIS框架下提供基于社区的支持服务，重点关注可靠的协调、及时的沟通和高质量的服务交付。
职位概述：
我们正在寻找一位NDIS排班与客户服务协调员，负责处理排班请求、CRM工单创建和客户沟通。该职位适合一位高度有条理、注重细节且富有同理心的人，能够在快节奏的环境中处理多项任务。主要职责包括工单预订和准确的数据录入，包括协调司机和护理人员的排班，并通过短信向客户传达预订详情。
工作时间安排
早上6:00至下午2:00（悉尼时间）
下午2:00至晚上10:00（悉尼时间）
关键职责
- 工单创建与排班
- 接收AI生成的邮件和短信确认，将工单创建到CRM中并分配给工作人员。
- 在内部工单板上发布工单，并根据可用性和班次负载进行分配。
- 处理重新安排、取消和紧急两小时服务请求。
- 客户沟通（初期非语音）
- 发送确认邮件和短信。
- 发送推荐表和服务协议。
- 监控CRM中的签名并在需要时跟进。
- 未来语音升级
- 在AI无法解决的情况下，作为电话的首要人工升级点（非工作时间和周末）。
- 处理简单的客户服务聊天或电话，如“我找不到我的支持人员”或取消请求。
- 承包商入职行政工作
- 审核并验证承包商文件。对每位新承包商进行10多项验证项目的交叉核对。
- 保持CRM中的准确性和合规性。
- 备用行政任务
- 当工单数量较少时，处理一般行政任务。
- 参加每周团队会议和内部培训。
期望品质
- 高度富有同理心和耐心。
- 强大的倾听能力。
- 沟通时冷静、温暖且灵活。
- 以团队为导向，愿意融入客户的内部文化（参加会议、协作、更新）。
- 可靠的家庭办公环境，具备稳定的主网络和备用网络。
- 注重细节，重视准确性。
- 能够独立工作，并在不同任务类型之间切换。
所需技能
- 强大的行政和排班经验。
- 快速准确的数据录入和CRM操作能力。
- 出色的英文书面表达能力，用于邮件和文案写作。
查看英文原文
About the Company:
Our client provides community-based support services under the NDIS, with a strong focus on reliable coordination, responsive communication, and high-quality service delivery.
Job Overview:
We are seeking an NDIS Scheduling & Customer Support Coordinator to manage scheduling requests, CRM job creation, and client communications. This role is well-suited for someone who is highly organised, detail-oriented, and empathetic, with the ability to manage multiple tasks in a fast-paced environment. The primary responsibilities are job booking and accurate data entry, including coordinating schedules for both drivers and care workers and communicating booking details to clients, primarily via SMS.
Work Time Shifts
6:00 am to 2:00 pm (Sydney time)
2:00 pm to 10:00 pm (Sydney time)
Key Responsibilities
- Ticket creation and scheduling
- 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 based on availability and shift load.
- Handle reschedules, cancellations, and urgent two-hour service requests.
- Client communication (non-voice initially)
- Send confirmation emails and text messages.
- Send referral forms and service agreements.
- Monitor CRM for signatures and follow up where needed.
- Future voice escalation
- Act as the first human escalation point for calls (AI) cannot resolve after hours and on weekends.
- Manage simple customer service chats or calls such as “I can’t find my support worker” or cancellations.
- Contractor onboarding admin
- Review and validate contractor documents. Cross-check 10+ verification items for each new contractor.
- Maintain accuracy and compliance within the CRM.
- Backup administrative tasks
- General admin tasks when ticket volume is low.
- Participate in weekly team meetings and internal training.
Desired Qualities
- Highly empathetic and patient.
- Strong listening skills.
- Calm, warm, and flexible in communication.
- Team-oriented and willing to be part of the client’s internal culture (meetings, collaboration, updates).
- Reliable home-office environment with strong primary and backup internet.
- Attention to detail and takes pride in accuracy.
- Comfortable working autonomously and switching between task types.
Required Skills
- Strong admin and scheduling experience.
- Fast, accurate data entry and CRM navigation.
- Excellent written English for email and text communication.
- Good spoken English for future phone escalation work.
- Ability to follow detailed processes, check documents, and maintain accuracy.
- Comfortable working with new systems and workflows.