PROSOURCE
Who we are
Inside PROSOURCE
Company Overview
ProSource is a fast-growing virtual staffing agency connecting top-tier remote professionals with businesses in Australia. We pride ourselves on fostering a positive and supportive work culture while ensuring we recruit and retain the best talent. At ProSource, we empower companies to scale efficiently, reduce running costs and enhance customer experiences by connecting them with exceptional virtual assistants who are seeking opportunities with Western companies. A few years back, we realised that seasonal swings, labor costs and admin overloads were clipping the wings of many businesses, keeping them from reaching their full potential. That’s why we created ProSource: to provide the specialised support that lets you focus on what really matters — strategic growth and innovation. By leveraging our expertise across industries and in the recruitment sector, we provide the knowledge, tools, and systems necessary for a successful offshoring venture. For us, it’s not just about business; it’s about giving back, creating meaningful jobs and fostering professional growth for talented individuals offshore, making a positive impact on lives and the global workforce.
Mission
Your Growth, Our Priority as a Leading Virtual Assistant Partner.
Culture
Partnership - We collaborate closely with you to seamlessly integrate our services and achieve your goals. Integrity - Honesty and reliability are at the heart of every interaction, building trust that lasts. Reliability - Consistently delivering quality outcomes on time reinforces a reputation for dependability, which is crucial for building long-term partnerships. Clarity - We prioritise open, transparent communication to keep you informed and in control. Innovation - We streamline processes using cutting-edge tools, delivering faster, more efficient results. Empowerment - Providing our clients with the tools, resources, and support they need to reclaim their time and achieve their goals.
Open Positions
Roles open right now
3 positions available
Travel CSR (For Pooling)
Job Description: The Travel Customer Support Representative provides written customer support for a fast-paced Australian travel and experiences business. The role manages customer enquiries, refunds, cancellations, booking modifications, complaints, and supplier follow-ups through primarily HubSpot and WhatsApp. The position is non-voice, with all customer communication handled in writing. The role requires strong travel/OTA customer service experience, excellent written English, high attention to detail, and the ability to manage a high-volume ticket queue while consistently following established processes. As the client continues to build its Customer Service function, the role also includes documenting processes and contributing to the development of the team's knowledge base and SOPs. Responsibilities: Customer Support & Ticket Management - Monitor, triage, categorise, and prioritise incoming customer enquiries. - Manage customer requests through HubSpot and written communication channels. - Respond professionally and accurately to customer enquiries and follow-ups. - Maintain clear ticket notes, records, and status updates. - Own customer requests through to resolution and escalate matters outside the approved process. Refunds & Cancellations - Process customer refund requests in accordance with approved procedures and booking terms. - Verify supplier cancellation status and relevant payment or booking details. - Manage supplier-initiated cancellations and communicate available options to customers. - Coordinate refunds or rebooking where required. - Maintain accurate records and close tickets only once the required action is completed. Booking Changes & Travel Support - Manage customer requests to modify dates, accommodation, activities, and itineraries. - Check booking and supplier information to determine whether requested changes are possible. - Coordinate with the relevant sales or operational team when a new booking or specialist assistance is required. - Update customer and booking records accurately in HubSpot and relevant travel systems. - Follow established procedures when handling non-standard booking requests. Complaints & Supplier Communication - Handle Tier 1 customer complaints by acknowledging concerns, gathering relevant information, and applying approved processes. - Escalate complex complaints or matters requiring commercial judgement to the onshore Customer Service Manager. - Communicate with suppliers regarding cancellations, booking issues, billing discrepancies, and missing information. - Follow up outstanding supplier responses required to resolve customer tickets. - Maintain professional and appropriate written communication with customers and suppliers. WhatsApp & Queue Triage - Monitor inbound WhatsApp enquiries through the company's automation platform. - Categorise and route enquiries to the appropriate queue or specialist. - Act as a first responder for routine enquiries and provide accurate written assistance where appropriate. - Monitor outstanding conversations and ensure enquiries are progressed. - Escalate complex or non-standard matters to the appropriate team member. SOP & Knowledge Base Development - Record and document processes covered during training and onboarding. - Convert training and process information into clear, practical SOPs. - Maintain and upload relevant documentation to the team knowledge base. - Identify recurring customer enquiries and opportunities for process improvement. - Contribute to building a consistent Customer Service playbook as the department develops. Reporting & Team Collaboration - Maintain accurate customer, booking, and ticket records. - Manage assigned ticket queues within required service levels and priorities. - Communicate effectively with the onshore Customer Service Manager and other internal teams. - Provide clear written summaries when escalating customer or operational issues. - Support the onboarding and knowledge transfer of future Customer Service team members when required. Key Performance Indicators (KPIs): - Accurate and timely handling of customer tickets. - Consistent adherence to approved SOPs and escalation procedures. - Customer enquiries and tickets progressed through to resolution. - Accuracy of refund, cancellation, and booking-change processing. - Quality and professionalism of written customer communication. - Effective management of high-volume ticket queues. - Timely supplier follow-up and internal escalation. - Contribution to SOP and knowledge-base development. Working Relationships: The Travel Customer Support Representative will work closely with: Internal - Onshore Customer Service Manager - Other offshore Customer Support Representatives - Sales and Operations teams - Travel and activity suppliers - ProSource Account/Operations Manager External - Customers - Online Travel Agents (OTAs) - Wholesalers and Inbound Agents - Accommodation Providers - Tour Guides and Drivers - Third-Party Suppliers
NDIS Rostering Coordinator (MYP Specialization)
Are you an organised and detail-oriented professional with experience in scheduling and rostering? Join ProSource, a trusted virtual staffing solutions provider connecting businesses with top-tier talent from the Philippines. We specialise in supporting industries such as healthcare, administration, and customer service, helping businesses streamline their operations and grow efficiently. About the Role We are looking for a Rostering Coordinator to manage scheduling for healthcare and NDIS providers. This role requires strong organisational skills, attention to detail, and the ability to coordinate multiple shifts and healthcare workers efficiently. Key Responsibilities Create and manage staff schedules for NDIS and healthcare providers Ensure proper shift coverage and manage last-minute changes Communicate with support workers and clients to confirm availability Update rostering systems and maintain accurate records Coordinate with management to optimise workforce allocation What Were Looking For Experience in rostering, scheduling, or workforce planning, preferably in NDIS or healthcare Strong attention to detail and problem-solving skills Excellent communication and time management abilities Ability to work independently and handle urgent scheduling changes Familiarity with rostering software (a plus, but not required) Experience with MYP is non-negotiable Why Join ProSource? Work with an experienced and supportive team Gain valuable experience in the NDIS and healthcare industry Competitive compensation Fully remote work setup with a flexible and collaborative environment Day shift schedule to align with Australian business hours Interested? Apply now and be part of a dynamic and growing team!
NDIS Recruiter (Remote)
Role Summary We are seeking a diligent and process-driven NDIS Recruiter to manage the end-to-end recruitment lifecycle for a growing Australian NDIS provider. You will be responsible for sourcing, screening, and onboarding support workers while strictly adhering to compliance standards. Your role ensures that every new hire is fully vetted, documented, and trained before they commence work. You will navigate multiple platforms including Seek, KeyPay, MYP, PandaDoc, and Google Drive to maintain accurate records and ensure a seamless induction experience. Key Responsibilities: 1. Candidate Sourcing & Evaluation ● Job Advertising: Manage the end-to-end posting of roles on Seek. ● Screening: Review resumes and sort candidates into "Pre-screen" or "Not Suitable" categories within the Seek platform. ● Vetting: Conduct initial phone screenings followed by formal in-person interviews. ● Selection: Perform thorough reference checks for successful candidates prior to moving to the offer stage. 2. Compliance & Technical Administration ● Offer Management: Issue the Offer of Employment along with mandatory TFN, Superannuation, and Fair Work documentation. ● Digital Filing: Create employee folders in Google Drives, ensuring surnames are formatted as instructed by the client ● Contracting & Checks: Facilitate the signing of Recruitment and Code of Conduct packs via PandaDoc and manage the submission of the 395 Check. ● Data Entry: Maintain the Recruitment Tracker and input critical qualifications (Visa, NDIS Worker Screening, and WWCC) into KeyPay following formatting and naming convention instructions. 3. Training & Onboarding Integration L● LMS Oversight: Create accounts and assign all mandatory training modules, ranging from Professional Boundaries to Medication Administration. ● Systems Access: Set up employee profiles in MYP and Microsoft Teams to ensure they have the necessary tools for communication and reporting. ● Induction Logistics: Coordinate with Rostering for buddy shifts, ensure ID badges are created, and confirm all contracts are signed before the employee attends Induction Day. ● Final Clearance: Link the employee’s PRODA and WWCC accounts and finalize onboarding checklists to clear the employee for active shifts