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:
