Customer Service Coordinator

1 week ago

Manila, National Capital Region, Philippines Satellite Office Full time

CUSTOMER SERVICE COORDINATOR / AFTER HOURS COORDINATOR

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A CUSTOMER SERVICE COORDINATOR?

Our awesome client, a leading company based in Australia is looking for a Customer Service Coordinator to be part of their team.

The role of After-Hours Coordinator is responsible for providing crucial support to both clients and Support Workers outside of regular business hours. This role ensures that clients receive their agreed roster of supports nationally by addressing any service gaps, concerns, or emergencies that arise after regular business hours. Additionally, they assist Support Workers with any issues or assistance they may need, ensuring seamless and continuous care for clients at all times.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

Key Duties and Responsibilities:

Creating an environment of hope, dignity, health, happiness, comfort, and opportunity. Act in a manner to ensure that interactions with all stakeholders (internal and external) are positive, productive, professional and in keeping with the clients' values Maintain privacy and confidentiality of employees, clients and participants Promote career opportunities to attract high quality candidates Uphold and deliver the clients' purpose and philosophy to all prospective support workers Ensure a positive candidate experience Ensure clear communication with all clients, client service managers, coordinators and COO to ensure client requirements regarding experience, training and skillsets can be met through suitable onboarding of support workers Cultures, Values & Team MembershipAct as a clients' ambassador, and aim to enhance the company's reputation both internally and externallyProvide open, honest, and respectful feedback to the CEO, Board and senior leadersBe a supportive and reliable team memberEffectively and appropriately manage conflictDemonstrate a high level of interpersonal and communication skillsDemonstrate motivation and enthusiasm for your work and leadersIntegrity: Honest, Trustworthy and Respectful with devotion to our clients and the people around us.Empathy: Understand every person's specific situation and environment, sharing the feelings of that person as if we were that person.Creative: Being able to provide solutions "Think outside the square".Inspire: Look for every opportunity to inspire and live the purpose.Bold: Advocate for people's rights. Be confident, courageous, and accountable.Mindfulness: Be attentive to the needs of your clients, they may not always have the voice to express these needs to you.

Daily Tasks

Coverage required Monday – Friday 5.00pm – 9.00am. Saturday and Sunday is 24 hours per day.Ensure clients receive their scheduled supports by coordinating replacement support workers to provide reasonable coverage or adjusting rosters after hours, as needed.Maintain detailed records of all after-hours interactions and actions taken to ensure continuity of care and accurate reportingPrepare and submit after-hours reports detailing key events, actions taken, and any ongoing issues requiring follow-up during regular business hoursProvide real-time assistance to support workers who encounter challenges during their shifts, such as handling emergencies, clarifying instructions, or addressing safety concernsCoordinate with on-call management or emergency services when situations require further escalationEnsure that all actions taken during afterhours comply with client policies, procedures, and relevant legislationAttend weekly team meetings for continuity and understanding of the level of service provided and any updates to policies and proceduresAssist in the maintenance of the SharePoint environment, including site collections, sub-sites, lists, libraries, and content.Fulfil other administrative duties as required by management and other departments as requested or required:Professional DevelopmentDemonstrate a high level of self-awareness and personal insightEngage with coordinators and managers to develop and undertake personal development trainingDemonstrate reflective practice and a willingness and ability to develop your practiceAdministrationComplete and maintain internal and external documentation as requestedUse and manage organisational resources appropriatelyEnsure employee compliance checks are up to date and required documentation is obtained and filed accordinglyEnsure all employee documentation are processed with confidentialityOngoing monitoring of quality and complianceEnsure all documentation and information is stored securely and appropriately in a timely manner in the Shared Drive, Visicase, Elmo and other relevant channels. All compliance documentation to be updated annually or as requiredEnsure Support Worker compliance is monitored and updated accordinglyAssist with internal auditing of client and support worker complianceOrganisationalUnderstand and adhere to organisational policies and proceduresWork in accordance with client Code of Conduct and NDIS Code of Conduct at all timesConsistently demonstrate our values, vision and missionComplete required organisational and employment reporting and documentation in a timely and accurate mannerContribute to a safe and healthy workplaceDemonstrate problem solving where appropriatePositively promote the employer in all interactionsBe welcoming, inclusive and respectful of people from diverse groups and backgroundsWorkplace Health and SafetyDemonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviors and practicesAbide by client WHS policy and related policies and procedures and fulfil legislative requirementsContribute to building and maintaining a culture that values effective and proactive workplace health and safetyReport any health or safety hazards to managementPractice safe work habits and assist in maintaining a clean, tidy work area and a healthy and safe working environment
WHAT ARE WE LOOKING FOR?

Role Requirements

General knowledge of NDIS systems and processes and ability to apply these within the Employer's culture, values and practicesExperience within the disability industry highly regardedMinimum 2 years' experience in a Rostering Coordination role Personal characteristicsHighly developed clear and effective communication skills, both verbal and writtenComfortable with working irregular hours and handling a wide variety of tasks, often with little notice or in unpredictable circumstancesAbility to manage multiple tasks, ensure accurate reporting, and pay attention to small details that could have significant impactsA commitment to our values and the ability to demonstrate these in your workProfessional approachAbility to understand and navigate complex stakeholder environmentsTime management skills with the ability to multitaskStrong personal integrityAbility to work autonomouslyCustomer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.Certificates and/or qualificationsRelevant industry qualification or proof of enrolment in relevant field of study highly regardedNDIS worker orientation moduleRelevant state or national clearances

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