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