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.

https://www.sharesource.com.au/

What are we looking for?

We're looking for a Customer Service Administrator who will support the Care Coordination team in delivering high-quality, person-centred care. This role is responsible for managing day-to-day administrative tasks so Care Coordinators can focus on clinical decision-making, client visits, and care management.

You will also act as a first point of contact when Care Coordinators are unavailable, helping ensure continuity of service and clear, effective communication across teams and with clients.

What are you expected to do?

• Respond promptly and professionally to inquiries from clients and their representatives.
• Record all correspondence in an objective, accurate, and professional manner within client files.
• Manage feedback through the correct channels, including app notes, complaints, and incidents, to support continuous improvement.
• Provide timely reminders related to third-party appointments and service delivery updates.
• Process third-party expenses and service requests, including Schedule 2 forms, obtaining and documenting quotes, and liaising with third-party providers.
• Manage client scheduling adjustments as needed.
• Maintain accurate electronic filing and ensure documents are stored in the correct folders.
• Monitor and update client portals to ensure information is current and complete.
• Audit new client onboarding files for completeness and accuracy.
• Provide leave coverage by monitoring Care Coordinator inboxes and actioning non-clinical tasks during planned absences.
• Support ongoing compliance efforts by uploading necessary documentation, scheduling and tracking outstanding items, and coordinating with the clinical team to arrange clinical compliance requirements.
• Assist with budget tracking and updating templates under Care Coordinator guidance.
• Review app notes and escalate through Visual Care tasks where appropriate.

You'll be a great fit if:

• You have at least 3 years experience in an administrative, customer service, or coordination role, ideally within healthcare, aged care, or a similar environment.
• You communicate clearly and professionally with clients, stakeholders, and internal teams.
• You are highly organized and detail-oriented, with the ability to manage multiple tasks and priorities.
• You have experience handling client inquiries, maintaining records, and documenting communications accurately.
• You are comfortable managing schedules, inboxes, and day-to-day administrative support tasks.
• You have experience processing service requests, expenses, or working with third-party providers.
• You are confident using digital systems, client portals, and electronic filing systems.
• You understand the importance of confidentiality, compliance, and accurate documentation.
• You can follow processes and contribute to improving workflows and administrative systems.
• You are proactive, reliable, and able to work independently while supporting a broader team.
• You are comfortable providing coverage support and handling non-clinical tasks during team absences.
• You are willing to learn and adapt in a structured, process-driven environment.

What you gain beyond the role:

• Remote + Hybrid Flexibility: Enjoy the best of both worlds—collaborative office days when it counts, balanced with the freedom to work from home.
• Achieve Work-Life Balance and Flexibility: Work in an environment where you're trusted and empowered to work independently, while still having the support you need to deliver your best. Here, flexibility isn't just a perk—it's how we help you perform at your best, without sacrificing life outside of work.
• Open Culture: Your voice matters, we encourage proactive communication and fresh ideas.
• Supportive Team: From your very first day to every career milestone, we've got your back—with long-term growth and projects you can truly thrive in.
• Learn and Grow: Training, coaching, and international opportunities to level up your skills and career
• Be part of a B-Corp company that puts people and planet first while creating meaningful impact.

Please note: This role is remote; however, we require candidates to be based locally in the Philippines. This is to support occasional onsite activities such as team events, client meetings, or equipment handover. Additionally, local residency is necessary for compliance with Philippines labor laws and employment regulations.

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 to Expect in the Process?

1. You'll go through 3–4 interviews plus a possible assessment with our client partner. This includes an initial chat, a culture-fit interview, and 1–2 conversations with our awesome client. The whole process usually takes 1–2 weeks, but we'll let you know if things need to move quicker.
2. Our best advice? Be yourself and enjoy the conversations. We'll keep you updated every step of the way, and you're always welcome to reach out for updates anytime.
3. If all goes well, we'll complete reference checks and requirements quickly—so we can get that job offer to you without delay.

We would be grateful if you have these already:

• Fit to Work/Health Card (Basic 5 employment medical tests)

• NBI Clearance

• Social IDs - PHIC, SSS, HDMF, TIN

• 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.

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