Customer Service Representative

We are seeking an enthusiastic and energetic individual who is looking for a long-term commitment and career growth opportunity with our company in Melbourne, Australia. This is a work-from-home opportunity.

We are launching a National Disability Insurance Scheme (NDIS) business directory website in the next few months. The National Disability Insurance Scheme (NDIS) is an Australian Government initiative that provides funding and support to people with permanent and significant disabilities. Launched in 2013, the NDIS aims to improve the quality of life for people with disability by promoting greater independence, social and economic participation, and access to necessary support services.

Our company is privately owned and not affiliated with NDIS. We aim to connect disabled participants to the correct service providers.

Your Roles and Responsibilities

• Be the first point of contact for our customers and address their enquiries at our inbound Customer Contact centre (by telephone and email)
• Respond to and resolve customer feedback and complaints

1. Participant Support & Guidance
• Assist NDIS participants, their families, or carers in navigating the website.
• Help participants search for and connect with suitable providers based on their needs, goals, and plan types
• Explain how to filter providers by location, service category, or access type (e.g., SDA, SIL, therapy, etc.).
• Educate participants about provider types and what to consider when making choices (registered/unregistered, cultural fit, availability, etc.)
• Approve User from Admin panel

2. Provider Liaison & Onboarding
• Assist service providers in listing or updating their profiles.
• Provide support to ensure accurate service listings, service descriptions, photos, service areas, and NDIS registration status.
• Help providers with best practices to increase visibility and trust with participants.
• Collect and verify essential documents if applicable (e.g., NDIS registration number, insurance, etc.)
• Approve Business Listing
• Educate Service Provider about our other products and services

3. Communication & Issue Resolution
• Respond promptly and professionally to participant/provider queries via email, phone
• Receive complaints, feedback, or concerns with empathy and escalate to appropriate teams when needed.
• Maintain the issue log book and learn the solutions from the Director


4. Data Entry & Profile Maintenance
• Ensure all directory listings are up-to-date, accurate, and compliant with platform standards.
• Regularly review provider listings for duplication, inactive providers, or outdated service offerings.
• Flag inappropriate content or listings that violate platform guidelines.

5. Knowledge of NDIS Framework
• Maintain a strong understanding of NDIS funding categories, terminology, and participant pathways.

• Stay updated on changes in NDIS rules or eligibility that may affect platform users.

6. Customer Experience Improvement
• Gather feedback from users to improve website usability and service matching.
• Suggest improvements for filters, search categories, or interface design to enhance accessibility.
• Collaborate with internal teams (tech, marketing, compliance) to improve user journey.

7. Reporting & Compliance
• Maintain logs of common queries, issues, and outcomes to help improve service delivery.
• Ensure all communication and support interactions meet privacy and confidentiality standards (aligned with the NDIS Code of Conduct and Privacy Act).

Essential Skills for the Role
• Strong communication and interpersonal skills.
• Empathy and understanding of people with diverse needs.
• Knowledge of the NDIS structure and common services (e.g., SIL, SDA, therapy).
• Problem-solving and conflict-resolution ability.
• Understanding of accessibility and inclusivity principles

If you don’t know anything about NDIS, don’t worry ! We will give you full training. We don’t expect miracle from day one but you must have at least reasonable customer experience to handle the customer service queries. Rest, we will give you training to do your job at the best level