NDIS Scheduling, Customer Support Officer

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🕒 Julho 13

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Outsourced Staff

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

A Outsourced Staff é uma empresa especializada em fornecer equipes remotas de alto calibre para várias funções, incluindo desenvolvimento de software, suporte de TI, marketing digital e atendimento ao cliente. Com mais de 25 anos de experiência, eles se concentram em conectar empresas com talentos excepcionais para auxiliar no crescimento, garantindo que os candidatos sejam minuciosamente avaliados quanto às habilidades e compatibilidade cultural. A empresa oferece uma ampla gama de soluções terceirizadas, incluindo assistência virtual, desenvolvimento de software e suporte ao cliente, promovendo eficiência e produtividade para seus clientes.

Descrição

• 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.

🎯 Requisitos

• 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.