Customer Service Virtual Assistant - Australia Hours

The Position

We’re looking for a confident and experienced front-facing Customer Service Virtual Assistant to support a busy dental practice in Australia. You’ll handle inbound and outbound calls, assist with general admin, and keep daily operations running smoothly. Clear communication, initiative, and attention to detail are key to success in this role. If you're someone who is proactive, speaks clearly and confidently, and thrives in a fast-paced environment, this role is for you!

About the role

This full-time remote position focuses on front-facing communication with patients, booking coordination, and supportive admin tasks. You'll play a crucial role in ensuring no patient or lead goes unattended, whether it's by phone, email, or Facebook. Your work will help keep the schedule full, the systems running smoothly, and the clients feeling valued. 

If you're confident, professional, and well-versed in customer service best practices within a healthcare or dental setting, then apply now. 

The Details

Job Location: Remote, work from home.

Company Location: Australia

Job Type: Full-time 40 hours per week.

Hours (in Philippine Time): 6:00 am – 2:30 pm (AEDT), adjusted for daylight savings
 

Benefits

• A full-time remote role with set hours and long-term growth potential.
• Integration into a respected Australian dental practice.
• Training support and documented protocols provided.
• Quarterly and annual performance bonuses.

Responsibilities

You’ll be an essential part of the clinic’s communication and coordination process. From patient follow-ups to appointment confirmations, you’ll be the voice and support behind a well-functioning schedule. Your ability to think ahead, manage time, and speak clearly will be key to your success.

• Capture overflow inbound calls and deliver friendly, professional responses.
• Conduct outbound calls for recalls, cancellations, open treatment plans, and last-minute bookings.
• Confirm appointments for the next day and update calendars accordingly.
• Call patients after receiving referral or specialist correspondence and save documents to the PMS.
• Handle low-hanging email tasks such as letters from orthodontists or oral surgeons.
• Follow up on Facebook leads and handle patient inquiries through social platforms.
• Call government lines to check Child Dental Benefits Scheme (CDBS) balances.
• Book appointments over the phone and send payment links.
• Assist with general administrative tasks as needed.

Software Skills

• Experience with Outlook, Google Workspace, Excel, Zoom, WhatsApp, Meta, Loom, and Asana.
• Comfortable using CRM platforms such as Go High Level.

We want to hear from you if you have…

• At least 4 years of experience in front-facing customer service roles working online directly for Australian, US, or European clients.
• Strong experience handling inbound and outbound calls in a remote environment.
• Fluent, eloquent English with a neutral accent.
• Previous experience in the dental or medical field would be ideal.
• Comfortable handling and closing leads in a friendly, non-pushy way.
• Confident in general admin and patient coordination.
• Able to work independently, take initiative, and follow established procedures.
• Excellent time management and attention to detail.
• Comfortable using CRM platforms such as Go High Level and tools like Google Workspace.

You must also be someone that…

• Solve problems and improve processes proactively.
• Take ownership of tasks and deliver with excellence.
• Communicate clearly, professionally, and consistently.
• Thrive in a small, collaborative, and structured team environment.

This position is not for you if you…

• Lack customer service experience.
• Don’t have a proactive personality, and you can’t think on your feet.
• Do not have a reliable, quiet remote work setup
• Are juggling multiple jobs or responsibilities.
• Do not prioritize client experience and team communication.