Offshore Assistant [Customer Support - Hybrid]

Job Description

Position Overview: The Offshore Assistant will play a vital role in supporting various aspects of the business. As a start-up, this position will involve tasks across multiple areas of the business. However, as the company grows, specialization within the role is expected, resulting in a narrower focus as additional team members join. The Offshore Assistant will work with the Zoho (Zoho One) ERP system and receive training on the Geotab product, which is sold by the company. This is a customer-facing role, requiring a neutral accent to ensure effective communication.

Working Hours: The working hours for this position are Monday to Friday, 08:00 am to 5:00 pm AEST (Sydney time). Occasional overtime on weekends may be required if necessary and cannot be handled by other team members.

Key Responsibilities:

1. Customer Support:

• Handle inbound calls from customers.
• Assist in setting up customers on the telematics system.
• Add drivers and vehicles to the telematics system.
• Coordinate and schedule installations with customers and installers.
• Conduct testing of installations with installers.
• Update the system with de-and-re-installed details.
• Perform 1st line fault finding.
• Manage ticket administration in the CRM system.
• Discuss 2nd line tickets with the Managing Director before escalating to suppliers.
• Monitor customer activity reports and provide weekly updates to the Managing Director.
• Document and escalate all complaints to the Managing Director on a daily basis.
• Immediately refer all cancellations to the Managing Director.
• Handle overflow calls, transfer calls, or pass messages on as needed.

1. Administration:

• Handle inbound calls from customers.
• Enter sales orders into the ERP system.
• Input parts into the ERP system.
• Set up customers on the ERP system.
• Perform monthly reconciliation of activated and cancelled subscriptions and run billing.
• Reconcile billed and unbilled subscriptions on a monthly basis and make necessary adjustments.
• Activate billing for installed units.
• Prepare monthly stock take sheets and enter data for reconciliation.
• Generate business-related reports.
• Liaise with customers regarding administrative matters.
• Maintain recordkeeping and filing systems.
• Prepare periodic reports and supply them to stakeholders after quality assurance.
• Reconcile monthly payables.

1. Sales & Marketing:

• Handle inbound sales calls.
• Update the sales pipeline and generate periodic reports.
• Administer marketing campaigns.
• Maintain records of proposals.
• Coordinate participation with stakeholders and arrange meetings.
• Monitor tender notification boards.
• Compile basic documents for vendor registration.

1. Communication with Agency:

• Utilize the telephony system supplied by the agency for all communication needs.
• Report any telephony system-related issues to the agency promptly.

Qualifications

Qualifications and Skills:

• Profienciency with the ERP systems, inventory, ticketing systems andGeotab product is required
• Customer service experience is essential.
• Strong communication skills with a neutral accent.
• Excellent organizational and multitasking abilities.
• Proficiency in recordkeeping and attention to detail.
• Ability to work independently and as part of a team.
• Proactive problem-solving skills.
• Flexible and adaptable to changing responsibilities.

Personal Requirements:

• Should have good attention to detail.
• Friendly and excellent communication skills.
• Patient and possesses the ability to diffuse frustrated customers.
• Collaborative mindset and able to work effectively in a team.
• Self-starter with a proactive approach to tasks.
• Organized with strong time management skills.
• Good overall health and ability to handle the demands of the role.
• Determined to succeed.

Additional Information

• Should be amenable to work in a hybrid set-up / office based set-up [Outsourced Office]
• Should be amenable to work 8:30am - 5:30pm [Sydney time]
  MNL Time: 6:30am - 3:30pm [5:30am - 2:30pm During DST - if necessary]
• Should be amenable to work during weekends if necessary
• Should have stable internet connection at home [at least 20Mbps - upload and download]

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