Customer Service and Admin VA

We are looking for a proactive, highly organized, and
customer-focused Virtual Assistant who will become the first point of contact
for incoming phone and email inquiries from providers and stakeholders.

This role combines customer service, phone reception, email
management, and light administrative support within an NDIS Plan Management
environment.

The ideal candidate should be confident speaking with
Australian clients, comfortable learning new systems, and capable of providing
timely, professional support while maintaining excellent attention to detail.

Initially, the role will focus on handling phone inquiries
and administrative email processing, with opportunities to take on additional
operational responsibilities as the business grows.

Key Responsibilities

Phone Support (Primary Responsibility)

• Answer
  incoming calls through the client's Australian 1800 phone number during
  scheduled working hours
  
• Professionally
  assist providers, participants, and stakeholders
  
• Look
  up invoice information within the client's management software
  
• Provide
  invoice status updates such as:
  
• Invoice
  has already been paid
  
• Invoice
  is awaiting participant approval
  
• Payment
  is currently being processed
  
• Escalate
  complex concerns to the client when necessary
  
• Record
  detailed call notes
  
• Capture
  new business inquiries and forward qualified leads promptly
  
• Ensure
  all callers receive a positive customer experience consistent with the
  client's service standards
  

Email Management

• Monitor
  the shared company inbox
  
• Review
  and organize incoming emails
  
• Separate
  invoice emails from administrative correspondence
  
• Upload
  relevant documentation into the client management system
  
• Process
  provider Service Agreements
  
• Log
  participant documentation accurately
  
• Route
  emails requiring management attention
  
• Flag
  urgent matters for immediate follow-up
  

Administrative Support

• Update
  participant records
  
• Upload
  documents into the client management system
  
• Assist
  with funding allocation administration
  
• Verify
  documentation before submission
  
• Maintain
  accurate digital records
  
• Follow
  documented procedures and workflows
  
• Support
  data entry related to participant files
  

Customer Service

• Deliver
  friendly, professional support to Australian providers and stakeholders
  
• Maintain
  confidentiality of participant information
  
• Respond
  promptly and courteously
  
• Ensure
  accurate communication regarding invoice status
  
• Escalate
  sensitive matters appropriately
  

Required Skills

• Excellent
  spoken and written English
  
• Strong
  customer service experience
  
• Professional
  phone etiquette
  
• Active
  listening skills
  
• High
  attention to detail
  
• Strong
  organizational skills
  
• Ability
  to multitask
  
• Fast
  learner
  
• Problem-solving
  ability
  
• Comfortable
  following SOPs
  
• Excellent
  time management
  
• Ability
  to work independently
  
• Reliable
  internet connection
  

Preferred Experience

• Receptionist
  
• Customer
  Service Representative
  
• Virtual
  Receptionist
  
• Administrative
  Assistant
  
• Executive
  Assistant
  
• NDIS
  experience (nice to have but not required)
  

The client emphasized that industry experience is not
essential; the VA simply needs to learn the workflow and confidently answer
common invoice inquiries.

Software & Tools

Required access to:

• Microsoft
  365 (Email)
  
• Brevity
  Care Software (Invoice & Participant Management)
  
• WhatsApp
  (Client Communication)
  
• Australian
  Cloud Phone System (1800 Number Routing)
  

Potential phone systems discussed:

• RingCentral
  (or similar cloud VoIP solution)
  
• Existing
  Australian 1800 phone routing
  
• Telephony
  integration via client's provider (Telefonica/1800 provider)
  

Work Schedule

• Part-Time
  
• 10
  hours per week
  
• Monday
  to Friday
  
• Approximately 10:00 AM – 12:00 PM (Australia time) (subject to confirmation)
  

During quieter periods, the VA will focus on email
processing and administrative tasks.

Ideal Candidate

We are looking for someone who is:

• Friendly
  and professional
  
• Calm
  under pressure
  
• Customer-focused
  
• Detail-oriented
  
• Trustworthy
  
• Tech-savvy
  
• Confident
  communicating with Australian clients
  
• Comfortable
  learning new software
  
• Able
  to work with minimal supervision
  
• Interested
  in growing with the company
  

Training

The client will provide training on:

• Invoice
  workflow
  
• Common
  customer inquiries
  
• Brevity
  Care Software
  
• Email
  processes
  
• Internal
  procedures
  
• Communication
  expectations