Customer Engagement & Growth Coordinator

Status: Full time / 40 Hours / week

Work Schedule: 9:00 AM to 6:00 PM AEDT /7:00 AM to 4:00 PM PHT (Monday to Friday)

Why choose Remote Staff?

• 100% Work from Home. No office-based setups. Manage your time efficiently and enjoy work-life balance.
• 18+ years in the remote work industry. We’ve helped more than 8K Filipinos establish virtual careers with international clients since 2007.
• Competitive and negotiable compensation (depending on skill level & experience)
• 100% coverage on Government Contributions Remittance* to SSS, Philhealth and Pag-ibig. Traditional employment set-ups cover only 50%, while you shoulder the other half as a salary deduction.

*Terms and conditions apply.

Reminders:

• Applying to Remote Staff is 100% FREE
• Processing your application is 100% FREE
• We will NEVER ask for placement fees, bank details, GCcash accounts, training fees, reservation fees, or any form of payment

About the Company:

Our client is an established Australian care platform that connects individuals, families, and organisations with independent care workers specializing in disability and aged care support. Committed to delivering high-touch, empathetic, and responsive service, our client empowers participants and organisations across Australia to access flexible, quality care. You will be joining a supportive remote team in the Philippines, playing a pivotal role in handling front-of-house customer interactions and supporting ongoing growth.

About the role: As the Customer Engagement & Growth Coordinator, you will serve as the primary voice and first point of contact for our client's platform. This is a dynamic, front-facing role blending customer engagement, lead follow-up, inbound sales support, and administrative marketplace operations.

You will handle inbound inquiries across phone, email, and live chat, guide business leads through onboarding, follow up on incomplete job posts, and assist the account management team with operational support.

Key Responsibilities

Customer Engagement & Support (Inbound)

• Answer inbound phone inquiries via JustCall (1300 line) professionally, determining caller needs and explaining platform services effectively.
• Manage and respond promptly to high-volume inquiries arriving in the central info email inbox and Zendesk live chat.
• Guide diverse callers—including elderly individuals, people with disabilities, and care coordinators—with patience, clear explanation, and high empathy.

Lead Follow-Up & Business Onboarding

• Follow up on inbound leads submitted via web forms, marketing campaigns, and ad inquiries.
• Contact prospective business clients to understand their staffing needs, explain operating models, and guide them through sending and completing partnership agreements.
• Call individuals who started but abandoned a job posting to assist them in completing their job requests.
• Maintain consistent, non-pushy follow-ups via phone and email to maximise lead conversions.

Marketplace & Account Team Support

• Provide administrative support to the Account Management team during busy periods.
• Post care jobs on behalf of clients and draft targeted message blasts to qualified care workers.
• Perform outbound calls to care workers to gauge availability for urgent or difficult-to-fill positions.

Data & CRM Management

• Maintain meticulous, detailed notes and records of all calls, communications, and lead statuses within the CRM and custom platforms.
• Compile simple data spreadsheets or organize contact lists for email outreach as required.

Qualifications

• Communication: Flawless written and spoken English with exceptional clarity and pronunciation, enabling confident phone communication with Australian clients and elderly/vulnerable callers.
• Experience: 3+ years of experience in Virtual Assistance, Customer Support, Inside Sales, Lead Generation, or Account Management.
• Technical Proficiency: Comfortable navigating CRMs and support software (e.g., Zendesk, Ontraport, Trello).
• Tool Familiarity: Proficient with Google Workspace (Gmail, Docs, Sheets, Chat) and VoIP systems (JustCall experience preferred).
• Mindset: Highly organized with excellent attention to detail, strong active listening skills, sound judgment, and a self-motivated work ethic.

Nice-to-Have Skills & Experience

• Prior remote experience supporting Australian businesses or clients.
• Familiarity with Australian disability, aged care, healthcare, NDIS, or Support at Home sectors.
• Experience with two-sided marketplace platforms, recruitment support, or online community management (e.g., Facebook worker groups).