VA and customer support
- or -
Post a project like this£8/hr(approx. $10/hr)
- Posted:
- Proposals: 4
- Remote
- #825843
- Expired
Description
Experience Level: Entry
You must be from the UK. This job will pay £8 p/h. Only respond if you are happy with this.
GENERAL FUNCTIONS
• To answer the phone and take calls from potential customers, listen to voice messages and call back existing customers
• Communicate with, allocate and match cleaners to customers
• You won't have to necessarily take every call immediately if you are on another phone call or simply can't answer. But you will be required to listen to the voice message and call back callers that did not leave a message within minutes so as not to lose the customer!
• To send text confirmations to cleaners for new jobs or answer their enquiries
• To liaise with me as required
• Email support, telephone support, sms text support and data entry
SCOPE:
• An estimated average of one hour a day (fragmented and cumulative)
• During working days, occasionally during weekends (only in an emergency). Official opening hours are 0900-1800 Mon-Fri but I do get calls after this time which means they need to be picked up in the morning, and occasionally on Saturday too.
SKILLS & TRAITS:
• You must be able to work and feel at ease with technology like Office365, OneDrive file sharing, texting services, making calls through VOIP on your computer using a headset, work excel sheets with filters, etc...
• You must have previous experience in customer support
• You must be thorough, accurate and prompt. If a task is started it needs to be followed through all the way, and it needs to be accurate.
PREFERENCE TO PEOPLE WHO HAVE WORKED WITH CLEANING AGENCIES BEFORE!
A bit more about the functions. You would keep a spreadsheet of all relevant details, including time used, and then invoice me at the end of a week or month. Jobs that come in will be 'managed' meaning that from your records, you will be able to see if and what needs chasing and when this needs to happen (customers and cleaners). I will provide you with access to Office365 so you can set reminders, write and reply emails, and have access to files on OneDrive. Any out of the ordinary issues will be text/emailed immediately to me for my attention and the client will be advised of such.
I will provide all the technology necessary.
I will provide a voice-over-IP phone number specifically to take the client calls or call back. I will provide you with access to a company email address for written confirmation to be sent to clients, updating client and cleaner data bases so that we have a paper trail of everything!
Cleaners will need communicating with via text messages. I will provide access to an application on the web so you can text cleaners and customers.
Having done this on a trial basis with another VA I know that the work is fragmented and would need monitoring like a chess player with a clock clocking up a couple of minutes here and there for text messages, emails, and phone calls, and then adding it up at the end of a day. An average day would be about 1-1.5 hours per day to start with. You might have 15 different activities relating to the business in a day, but they will accumulate to perhaps 1 or 1.5 hours. Some days there'll be nothing. But you'd definitely clock up a minimum of 20 hours work in a month, possibly 30 or more. With more clients joining almost every day, the more time you'll need to input.
From experience it takes between 5-15 minutes to take an initial booking. If it's an enquiry it could be as little as 2-5 minutes to take the call. So you'd need to keep a track of the minutes you work, and not bill me for a full hour if you did a 15 minute call. You will need to fill in a Client Booking Form which takes about 5 minutes and then finding and allocating a cleaner. So all the work is fragmented and this is why I'm looking at a VA rather than a secretary. The nature of the job is that it is fragmented. So if you do this kind of work with other companies, it would work out nicely for you.
I would set it up so that you don't incur charges like phone or text bills. I use virtual phone lines over IP and other software.
If this works well, as more customers join, there'll be more work.
In your reply please state if:
1. You can connect with these tasks or have done this before
2. If you have previous experience with a cleaning agency
3. How much you charge per hour (cumulative fragmented work)
4. Your availability during the week e.g. if you can't be available for half a day here or there I must know about.
GENERAL FUNCTIONS
• To answer the phone and take calls from potential customers, listen to voice messages and call back existing customers
• Communicate with, allocate and match cleaners to customers
• You won't have to necessarily take every call immediately if you are on another phone call or simply can't answer. But you will be required to listen to the voice message and call back callers that did not leave a message within minutes so as not to lose the customer!
• To send text confirmations to cleaners for new jobs or answer their enquiries
• To liaise with me as required
• Email support, telephone support, sms text support and data entry
SCOPE:
• An estimated average of one hour a day (fragmented and cumulative)
• During working days, occasionally during weekends (only in an emergency). Official opening hours are 0900-1800 Mon-Fri but I do get calls after this time which means they need to be picked up in the morning, and occasionally on Saturday too.
SKILLS & TRAITS:
• You must be able to work and feel at ease with technology like Office365, OneDrive file sharing, texting services, making calls through VOIP on your computer using a headset, work excel sheets with filters, etc...
• You must have previous experience in customer support
• You must be thorough, accurate and prompt. If a task is started it needs to be followed through all the way, and it needs to be accurate.
PREFERENCE TO PEOPLE WHO HAVE WORKED WITH CLEANING AGENCIES BEFORE!
A bit more about the functions. You would keep a spreadsheet of all relevant details, including time used, and then invoice me at the end of a week or month. Jobs that come in will be 'managed' meaning that from your records, you will be able to see if and what needs chasing and when this needs to happen (customers and cleaners). I will provide you with access to Office365 so you can set reminders, write and reply emails, and have access to files on OneDrive. Any out of the ordinary issues will be text/emailed immediately to me for my attention and the client will be advised of such.
I will provide all the technology necessary.
I will provide a voice-over-IP phone number specifically to take the client calls or call back. I will provide you with access to a company email address for written confirmation to be sent to clients, updating client and cleaner data bases so that we have a paper trail of everything!
Cleaners will need communicating with via text messages. I will provide access to an application on the web so you can text cleaners and customers.
Having done this on a trial basis with another VA I know that the work is fragmented and would need monitoring like a chess player with a clock clocking up a couple of minutes here and there for text messages, emails, and phone calls, and then adding it up at the end of a day. An average day would be about 1-1.5 hours per day to start with. You might have 15 different activities relating to the business in a day, but they will accumulate to perhaps 1 or 1.5 hours. Some days there'll be nothing. But you'd definitely clock up a minimum of 20 hours work in a month, possibly 30 or more. With more clients joining almost every day, the more time you'll need to input.
From experience it takes between 5-15 minutes to take an initial booking. If it's an enquiry it could be as little as 2-5 minutes to take the call. So you'd need to keep a track of the minutes you work, and not bill me for a full hour if you did a 15 minute call. You will need to fill in a Client Booking Form which takes about 5 minutes and then finding and allocating a cleaner. So all the work is fragmented and this is why I'm looking at a VA rather than a secretary. The nature of the job is that it is fragmented. So if you do this kind of work with other companies, it would work out nicely for you.
I would set it up so that you don't incur charges like phone or text bills. I use virtual phone lines over IP and other software.
If this works well, as more customers join, there'll be more work.
In your reply please state if:
1. You can connect with these tasks or have done this before
2. If you have previous experience with a cleaning agency
3. How much you charge per hour (cumulative fragmented work)
4. Your availability during the week e.g. if you can't be available for half a day here or there I must know about.
Simon P.
100% (5)Projects Completed
7
Freelancers worked with
5
Projects awarded
4%
Last project
14 Feb 2017
United Kingdom
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