Customer Service Administrator

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.

What are you expected to do?

• 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.

You'll be a great fit if:

• Minimum 2–3 years of experience in administration and customer service, ideally within the aged care or disability sector.
• 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.

Here are the benefits of joining our 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)

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

What makes us different?

Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

• Challenged, autonomous, momentum
• Learning, growth mindset
• Lead by our values
• Heard, cared for, make good friends

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What happens after you submit your application?

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 cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
• We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application.
• If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away.

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.