Customer Support Agent

Come build the future of healthcare with us with your exceptional customer service and administrative support skills.

Are you looking for your next challenge? Keen to join a growing and innovative startup as we prepare to dominate the healthcare recruitment technology space during an extremely exciting and rapid period of growth?

We’re looking for someone with at least 3-years of full-time equivalent, genuine experience in providing administrative and customer service support in an online environment.

Experience as a nurse or within a nursing recruitment agency is a bonus.

ABOUT THE ROLE:

We’re looking for someone to support our Healthcare Workforce Specialist with:

– Compliance Verification: Verifying and approving nurse compliance documents according to our rigorous standards to ensure they meet the necessary criteria for work, and uploading these documents into our platform.

– Shift Booking administration: Receiving shift vacancies from hospitals and aged care facilities who are current clients, to take nursing vacancies and enter them into our technology. If/when a nurse applies to a shift, phoning the hospital to let them know that they have an applicant, telling them who the applicant is along with a summary of the nurse, and asking if they would like to accept their application.

– Inbox management: handling inbound enquiries and conducting outbound follow up from nurses who are seeking work on our platform, as well as those who are already part of our community.

– Nurse Profile Creation: Constructing comprehensive nurse profiles on our platform by extracting data from various sources, including resumes, certificates, statements of service, immunisation records, training documents, and other compliance materials.

– CRM Management: Expanding our contacts database within our CRM system (Ontraport) by sourcing information from different channels, such as job listings and social media, and applying relevant tags.

– Issue Resolution: Investigating and reporting bugs and technical issues when anomalies are detected or when we receive reports from users, ensuring swift resolution and providing feedback to the customer once the issue is addressed.

– Other administrative tasks: may include conducting research and organising data, interacting with customers or clients and performing additional clerical duties like updating calendars or sorting documents. In time, you’ll learn other aspects of our tech, such as being able to add shifts and contacts to the platform so you can provide cover for other team members when they’re on time off.

SKILLS & ATTRIBUTES:

– Very strong spoken English and communication skills

– Strong written English communication skills

– Customer-first mindset; you’re empathic, resourceful and diligent in your customer care, and always see things through with each customer interaction

– You’re calm in a crisis and comfortable having sometimes difficult conversations

– Exceptional attention to detail

– Confident in owning a process, in writing detailed documentation

– You are great with sharing your knowledge and can identify and share ways to continuously improve existing processes

OUR STACK AND TOOLS WE USE:

We use the Google Suite so you’re comfortable working in GoogleSheets, GoogleDocs, GoogleSlides. We also use Slack and Trello, and of course, our proprietary (and very clever) tech.

ABOUT YOU:

– You don’t miss a beat when it comes to escalating and resolving customer enquiries.

– Time management is a strength, and you never miss a deadline.

– Your eye for detail means our compliance documents are always as expected, and you’re comfortable following up by email with our candidates if information is missing or incomplete..

– You’re not afraid to dive in to get the job done, whatever that job may be at that time and you thrive working in a fast-paced environment.

You:

– Will have an insatiable desire to see uPaged succeed and continually improve

– Ask lots of questions and challenge the status quo

– Have an abundance of energy, enthusiasm and positivity

– Are willing to learn new software and programs as well as research and introduce new solutions to improve our tech

– Thrive in a dynamic, collaborative environment and you’re comfortable navigating ambiguity

– Find creative problem-solving, fulfilling and challenging

– Are self-motivated, entrepreneurial, and eager to learn, even if that means self-paced and self-initiated learning

– Adapt quickly to changing priorities and user and customer needs

– Use your initiative rather than waiting for instruction

ABOUT US:

We’re shaking up the way nurses, doctors and allied healthcare workers source work opportunities perfectly matched to their needs, and how hospitals and healthcare facilities fill gaps in their workforce.

uPaged is the first online marketplace of its kind in the world, connecting the healthcare workforce in a more informed and meaningful way.

Some call it HealthRecTech (aka Healthcare Recruitment Tech) but it’s a marketplace – we liken it to Amazon (think marketplace); Uber (for its convenience), and Hinge (for its informed decision-making) in a mash-up with TripAdvisor (for its feedback loop of 2-way ratings and testimonials).

We call it uPaged because, in healthcare, you only page the specialists.

We enjoy working alongside a fun and awesome crew of talented, highly self-motivated and driven humans, who share a passion for technology and shaping the future of healthcare service delivery.

WHAT WE OFFER:

Salary: PHP 30K per month + 13th month. Please note that as this role requires public holiday and weekend coverage, the role does require working on Philippine Regional Holidays and New South Wales (Aust) public holidays. There is no annual leave or sick leave pay on offer. Sick / holiday leave can be taken at any time, at a rate of 1,500 PHP per day, or part thereof. Shifts picked up (to cover leave) in excess of your rostered shifts, will be paid at 1,500 PHP per day, or part thereof.

Work from Home: This role is for a Philippines-based candidate.

Working hours: You will be contracted for 40 hours per week. Shifts are open from 4:30am to 11:00pm AEDT, Monday to Sunday, including public holidays. Shifts are 9 hours in length with a 1 hour break. You will be rostered monthly to ensure that all shifts are covered and you meet your hours.

WHAT YOU NEED:

– you must have a stable fixed broadband internet service – hot-spotting off a mobile device will not work in this role

– your own computer / laptop and headset

– a private space that you can work from, where you can work uninterrupted during the day.

Thanks for answering these first few questions in our recruitment process. We’ll get back to you within a few days about next steps.