CSR Admin

1 month, 2 weeks ago
Full-time
Junior
Customer and Technical Support
Virtual Assistance Services

Virtual Assistance Services

VirtualStaff365 is a Melbourne-based outsourcing specialist that helps Australian businesses source, hire, and retain virtual staff. They assist in improving operational efficiency, reducing staffing costs, and growing businesses by providing professio...

Professional Services
11-50
Founded 2016

Description

  • Send confirmation SMS messages and update customer reply statuses.
  • Call and follow up on overnight leads, missed calls, and outbound web leads.
  • Manage pending web leads and assist with SMS replies from web inquiries.
  • Call customers who have not confirmed next-day bookings and conduct customer satisfaction follow-up calls.
  • Manage calendar requests and support job bookings in the Aroflo schedule.
  • Follow up on rescheduled jobs and help rebook them in Aroflo.
  • Assist with booking real estate requests, Maintenance Agreement clients, and Routine Care clients.
  • Download and prepare weekly cancellation letters and email them to the Manager for printing and posting.
  • Maintain accurate customer and job records in Aroflo.
  • Support the customer service team with ad hoc administrative tasks as needed.

Requirements

  • Proven experience in customer service, call handling, or administrative support roles.
  • Strong verbal and written English communication skills with a confident phone manner.
  • High attention to detail and excellent organisational skills.
  • Ability to manage high call volumes and competing priorities calmly in a fast-paced environment.
  • Customer-focused mindset with strong problem-solving capabilities.
  • Ability to work independently, follow set processes, and maintain reliable attendance.
  • Experience with basic to intermediate CRM, booking systems, or scheduling platforms.
  • Proficiency with intermediate SMS and email communication tools.
  • Previous experience in HVAC, trades, or service-based industries is preferred.
  • Prior experience using Aroflo software is preferred.

Benefits

  • Permanent work-from-home set-up.
  • Day shift aligned to Australian Eastern Standard Time business hours.
  • Full-time employment.
  • HMO coverage.
  • Annual leave.
  • Christmas bonus equivalent to 1 month's wage, pro-rated.

Interested in this position?

Apply directly on the company website

Apply Now

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