Virtual Assistant/Customer Relations
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- Posted:
- Proposals: 4
- Remote
- #1370587
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Description
Experience Level: Entry
Estimated project duration: Ongoing
General information for the business: We are a cleaning agency in NW London
Industry: Cleaning Business
Description of support work: JOB DESCRIPTION:
• This is a job for a Customer Relations person or virtual receptionist/assistant in a domestic cleaning company based in Borehamwood (Herts), although the work is remote and you could be located anywhere in the UK. The role involves enrolling new customers, and putting them on the system (diarising), liaising with existing cleaners about their availability, and matching them up. You will also need to maintain existing customers and cleaners.
• YOU MUST LIVE IN THE UK AND YOU MUST BE A NATIVE ENGLISH SPEAKER
• YOU MUST BE AVAILABLE TO WORK ON THIS JOB BETWEEN MON-FRI 0900-1700
GENERAL FUNCTIONS:
• To answer the phone and take calls from potential and existing customers
• Communicate with, allocate and match cleaners to customers
• You don’t necessarily have to take every call immediately if you are on another phone call or can't answer. But you WILL be required to listen to the voice message and call back callers who did or didn’t 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 into CRM
• Chasing customers for unpaid bills or for other documents that need sending through
• I will be notified of any out of the ordinary issues and you will need to write me an email report once a week with any issues I should know about, and instruction for me to do
SCOPE:
• An estimated average of 1-3 hours per day (fragmented and cumulative)
• During working days, occasionally during weekends (only in an emergency although this is now not needed). Official opening hours are Mon-Fri 0900-1700, so you will need to be at your home on your computer during these times
SKILLS & TRAITS:
• You must be able to work and feel at ease with technology like Office365, OneDrive, texting services, making calls using VOIP on your computer using a microphone-earphone headset, CRM (Customer Relations Manager), excel sheets, etc...It's all very easy really.
• 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, thoroughly and accurately.
TIME KEEPING:
You will need to clock up your time on the job, and then invoice me every two weeks. Jobs that come in will be 'managed' totally by you, meaning that you will be able to see if and what needs chasing and when this needs to happen (customers and cleaners), if course I can always be consulted, and setting tasks and events into the CRM to remind you when they need to happen
TECHNOLOGY & COMMUNICATIONS:
I will provide you with access to Office365 for diarising the calendar and sending/receiving emails, have access to customers and cleaners on OneDrive, the CRM system, the texting service, a VOIP phone and so on.
Having done this on with other VAs I know that the work is fragmented and would need monitoring and clocking up minutes here and there for text messages, emails, and phone calls, and then adding it up at the end of a day. We could agree on a minimum amount of time/pay. If you don’t have a program to do this then a program and a time sheet will be provided. You might have 15 different activities relating to the business in a day, but they will clock up to between 1-3 hours. With more clients joining almost every day and the planned expansion of the business in 2017, there will be more time spent on this business as time goes on.
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 over bill me. The nature of the job is that it is fragmented and this is why I'm looking at a Customer Relations/Virtual Receptionist rather than a full time PA or secretary.
This job would work out nicely for you if you do this kind of work with other clients.
In your reply please state:
1. Where you live
2. Confirm how much you charge per hour
3. If you connect with these tasks or have done this before
4. If you have previous experience with a cleaning agency, or another job that you did you think would help you with this job
5. Your availability during the week e.g. if you can't be available for half a day here or there I must know about it.
Extra notes:
Industry: Cleaning Business
Description of support work: JOB DESCRIPTION:
• This is a job for a Customer Relations person or virtual receptionist/assistant in a domestic cleaning company based in Borehamwood (Herts), although the work is remote and you could be located anywhere in the UK. The role involves enrolling new customers, and putting them on the system (diarising), liaising with existing cleaners about their availability, and matching them up. You will also need to maintain existing customers and cleaners.
• YOU MUST LIVE IN THE UK AND YOU MUST BE A NATIVE ENGLISH SPEAKER
• YOU MUST BE AVAILABLE TO WORK ON THIS JOB BETWEEN MON-FRI 0900-1700
GENERAL FUNCTIONS:
• To answer the phone and take calls from potential and existing customers
• Communicate with, allocate and match cleaners to customers
• You don’t necessarily have to take every call immediately if you are on another phone call or can't answer. But you WILL be required to listen to the voice message and call back callers who did or didn’t 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 into CRM
• Chasing customers for unpaid bills or for other documents that need sending through
• I will be notified of any out of the ordinary issues and you will need to write me an email report once a week with any issues I should know about, and instruction for me to do
SCOPE:
• An estimated average of 1-3 hours per day (fragmented and cumulative)
• During working days, occasionally during weekends (only in an emergency although this is now not needed). Official opening hours are Mon-Fri 0900-1700, so you will need to be at your home on your computer during these times
SKILLS & TRAITS:
• You must be able to work and feel at ease with technology like Office365, OneDrive, texting services, making calls using VOIP on your computer using a microphone-earphone headset, CRM (Customer Relations Manager), excel sheets, etc...It's all very easy really.
• 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, thoroughly and accurately.
TIME KEEPING:
You will need to clock up your time on the job, and then invoice me every two weeks. Jobs that come in will be 'managed' totally by you, meaning that you will be able to see if and what needs chasing and when this needs to happen (customers and cleaners), if course I can always be consulted, and setting tasks and events into the CRM to remind you when they need to happen
TECHNOLOGY & COMMUNICATIONS:
I will provide you with access to Office365 for diarising the calendar and sending/receiving emails, have access to customers and cleaners on OneDrive, the CRM system, the texting service, a VOIP phone and so on.
Having done this on with other VAs I know that the work is fragmented and would need monitoring and clocking up minutes here and there for text messages, emails, and phone calls, and then adding it up at the end of a day. We could agree on a minimum amount of time/pay. If you don’t have a program to do this then a program and a time sheet will be provided. You might have 15 different activities relating to the business in a day, but they will clock up to between 1-3 hours. With more clients joining almost every day and the planned expansion of the business in 2017, there will be more time spent on this business as time goes on.
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 over bill me. The nature of the job is that it is fragmented and this is why I'm looking at a Customer Relations/Virtual Receptionist rather than a full time PA or secretary.
This job would work out nicely for you if you do this kind of work with other clients.
In your reply please state:
1. Where you live
2. Confirm how much you charge per hour
3. If you connect with these tasks or have done this before
4. If you have previous experience with a cleaning agency, or another job that you did you think would help you with this job
5. Your availability during the week e.g. if you can't be available for half a day here or there I must know about it.
Extra notes:
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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