Remote Receptionist

Position Description: Remote Receptionist

Position Title: Remote Receptionist Employment Type: Full-time Location: Remote Reports To: [Manager / Director]

Who is Universal-U?

Universal-U Philippines Inc. is a global consultancy providing innovative staffing solutions and strategic workforce optimisation. Based in the Philippines, we support clients worldwide while ensuring compliance with local labour laws and ethical practices.

We deliver top-tier talent and manage recruitment, training, HR, payroll, and administration so clients can focus on growth. Our commitment is to long-term partnerships and flexible, high-quality staffing solutions.

About the Client

The client is an Australian disability-support provider offering personalised, person-centred services to help individuals live more independently and confidently. They deliver a wide range of supports — including daily living assistance, nursing care, community participation, life-skills development, and transition support. Their focus is on empowerment, inclusion, and improving overall quality of life for the people they serve.

Purpose of the Role

The Remote Receptionist is responsible for providing professional front-line support by answering incoming calls, directing calls to the appropriate teams, managing shared inboxes, and delivering high-quality customer service. The role ensures smooth communication flow across the organisation while maintaining accurate records, assisting with administrative tasks, and supporting day-to-day operations.

This position requires strong communication skills, excellent organisation, and the ability to manage multiple tasks while maintaining professionalism and confidentiality. The Remote Receptionist serves as the first point of contact for clients, partners, and stakeholders.

Key Responsibilities

Call Management

• Answer incoming calls promptly and professionally.
• Direct calls to the appropriate department or team member.
• Take detailed messages and ensure timely follow-up.
• Manage call logs, track call outcomes, and escalate issues when required.

Inbox & Communication Management

• Monitor and manage shared inboxes, ensuring timely responses.
• Categorise, forward, and file emails according to established procedures.
• Draft simple email responses and provide clear communication to clients and staff.
• Maintain organised email systems for easy retrieval of information.

Customer Service

• Deliver friendly and professional customer interactions.
• Identify caller needs and provide accurate information or redirection.
• Handle customer concerns politely and escalate issues when appropriate.
• Ensure all interactions reflect the organisation's values and standards.

Administrative Support

• Maintain accurate records of calls, communications, and inquiries.
• Assist with data entry, document creation, and basic reporting.
• Support internal teams with administrative tasks as required.
• Manage calendars for leaders or teams when needed.

Operational Support

• Assist with appointment bookings, confirmations, and reminders.
• Help maintain internal communication channels.
• Support simple social media or communication tasks (optional if required).
• Contribute to process improvements and workflow efficiency.

Key Skills and Attributes

• Excellent verbal communication and phone etiquette.
• Strong organisational and time-management skills.
• Ability to manage multiple tasks and work independently.
• High attention to detail in call logs, messages, and inbox management.
• Professional, calm, and customer-focused approach.
• Strong written communication skills for email management.
• Ability to learn new systems, tools, and communication platforms quickly.
• High level of confidentiality and professionalism.
• Problem-solving ability with sound judgment.
• Reliable, punctual, and consistent in daily performance.

Qualifications and Experience

· Essential

· Experience in receptionist, customer service, or administrative roles.

· Strong phone handling skills and professional communication.

· Ability to manage inboxes and maintain organised communication systems.

· Computer proficiency, including email platforms, call systems, and Microsoft Office.

· Desirable

· Experience working remotely or in distributed teams.

· Background in customer support in healthcare, corporate, or service industries.

· Familiarity with call-routing tools, CRM systems, or booking platforms.

· Experience with calendar management or scheduling.

Performance Indicators

• Timely and professional handling of all incoming calls.
• High accuracy in message-taking, call logs, and inbox organisation.
• Timely responses to emails and communication inquiries.
• Positive feedback from callers, clients, and internal teams.
• Consistency, reliability, and adherence to organisational standards.