Virtual customer service representative / account manager for 2-3 hours a day
- or -
Post a project like this- Posted:
- Proposals: 16
- Remote
- #1421018
- Expired
Description
We have recently restructured and now need a customer service representative/account manager to work with us 2-3 hours a day. We are looking for the right person to help us deliver a high level of customer satisfaction and be an important member of our team, as we continue to grow and develop the business.
The role requires 9-5 availability Mon-Fri and will involve:
- Being the initial point of contact for all telephone enquiries, presenting yourself as an employee of the business.
- Answering the telephone and assisting existing or potential clients directly, taking messages/instructions or transferring the call internally.
- Monitoring incoming email and replying to clients.
- Reviewing, clarifying, assigning, monitoring and following up support tickets submitted by clients (through Jira Service Desk).
- Conveying questions and information from developers to clients and relaying responses back to the developers.
- Creating quotes and invoices in Xero.
- If possible, some basic website updates and changes in WordPress.
- Other basic administrative/research/assistant tasks.
Ideally you will demonstrate the following qualities:
- Good communication skills, both written and verbal
- Reliability
- Initiative
- Accuracy
- Responsiveness
- Attentiveness
- Problem solving
- Good time management
You will be provided with an Office 365 account, including email. Calls will be received through Skype For Business.
Richard J.
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Hi Richard,
I would be interested in sending you my proposal but I am a bit confused and thought I would ask before submitting. You say that it is for 2-3 hours of work per day however availability between 0900 - 1700? Would you not need someone for more than 2-3 hours per day?Richard J.15 Jan 2017Hi
Thanks for your question.
We anticipate there being about 2-3 hours of actual work a day for this role and that the time will be spread out during the day.
For example, a call may come in at 10am, which takes 10 minutes to deal with. Then at 11.30 an email comes in with a request and a response needs to be written and perhaps the client called. The work is then assigned to a developer to carry out. Perhpas that takes 25 minutes. A developer has a question at 2pm and so you need to spend 5 minutes emailing the client for clarification. And so on.
This role is really well suited to somebody who already performs a virtual assistant or other flexible home working role already, so that they can respond to alls and emails as and when needed whilst carrying out other work at other times.
Regards,
Richard -
Hi Richard,
Can I just ask before I bid - does this need to be a certain time of the day that you are looking to have the customer service person work?
Kind regards,
ChrisRichard J.15 Jan 2017Hi Chris
Thanks for your question.
There are no particular times, though we will expect you to work the hours needeed to perform the role well. Availability 9-5 is key should peoplephone, however the work itself can be grouped together and performed in blocks if it helps.
Regards,
Richard