Customer Service Administrator

Overview

About Sharesource: We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.

What are we looking for? We are seeking a dedicated Customer Service Administrator to provide high-quality support to our Care Coordinators based in our Ballina office. This full-time role is crucial in ensuring the smooth coordination of services for our aged care and disability clients.

As the first point of contact for incoming enquiries, you will deliver excellent customer service while managing a variety of administrative tasks. You will support daily operations, ensure timely communication, and escalate case management or clinical concerns to the appropriate Care Coordinator when needed.

• Act as the first point of contact for phone calls, emails, and in-person enquiries.
• Provide day-to-day administrative support to the Care Coordinators.
• Assist in scheduling and coordinating services for clients.
• Maintain accurate and up-to-date client records and documentation.
• Escalate clinical or case management issues to the relevant Care Coordinator.
• Support reporting and compliance with aged care and disability service standards.
• Liaise with clients, families, service providers, and external stakeholders in a professional manner.
• Help ensure that clients receive timely, effective, and person-centred support.

• Minimum 3 years of experience in administration and customer service within the aged care or disability sector.
• Experience working with Australian clients
• Excellent written and verbal English communication skills.
• Strong organisational and time-management skills with the ability to manage competing priorities.
• Proficient in Microsoft Office and client management systems.
• Demonstrated ability to handle sensitive information with confidentiality and professionalism.
• Knowledge of aged care/disability sector regulations, funding (e.g., NDIS, Home Care Packages), and terminology is highly regarded.
• Ability to work both independently and as part of a team.

• Competitive salary and professional development
• Collaborative client partnerships and a fun, inclusive work environment
• Opportunities for leadership, expertise, and global client exposure
• Monthly coaching, training, and career development
• Remote work flexibility
• Engage in social impact activities and industry impact
• Achieve work-life balance and flexibility to support personal commitments
• Comprehensive HMO coverage with one free dependent (depending on the employment type)

This role is remote; however, candidates are required to be based locally in the Philippines to support occasional onsite activities such as team events, client meetings, or equipment handover. Local residency is necessary for compliance with Philippines labor laws and employment regulations.

The whole process takes around 4 weeks: there will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our client. We will communicate progress regularly and let you know if we need to adjust the timeline. Be yourself and have fun.

We would be grateful if you have these already:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN
4. Character references with contact info

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.