Virtual Assistant

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the primary point of contact for incoming inquiries related to service, parts, and support via email and online platforms.

• Log, assign, and track customer support requests using Zendesk.

• Ensure that customer inquiries are acknowledged and assigned in accordance with established service levels.

• Escalate unresolved issues following the designated escalation matrix.

• Assist with customer communications and provide updates as instructed by the Service Coordinator.

• Create and manage service jobs within Workflow Max and related systems.

• Support scheduling activities by verifying that job information is accurate and complete.

• Process documentation for service job completion and prepare jobs for invoicing.

• Coordinate travel and accommodation arrangements for Service Team personnel.

• Maintain service records, compliance documents, and customer information.

• Manage parts sales for rental.

• Conduct 365 service administration.

• Follow up on job closures and maintain a clean work-in-progress status.

• Organize the collection and filing of warranty documentation in vehicle records on SharePoint.

• Track warranty claims until completion and recovery.

• Maintain warranty records and reporting documentation.

• Administer the Zendesk ticketing platform.

• Monitor response and closure times for tickets.

• Keep service process documentation and procedural records up to date.

• Support the continuous improvement of service administration processes.

• Manage SharePoint libraries and technical document repositories.

• Ensure accurate filing and version control of technical and service documentation.

• Assist in reporting and KPI tracking for the Aftersales team.

• Participate in daily online huddles, monthly Service Team meetings, and project-specific meetings as necessary.

• Adhere to the Organization's Information Security Management System (ISMS).

⛳️ Requirements

• A minimum of 3 years of experience in a service administrative role.

• Previous experience in a motor or mechanic-related environment is a plus.

• Strong organizational and documentation capabilities.

• Experience with cloud-based systems and the ability to adhere to processes.

• Familiarity with Workflow Max, Zendesk, Unleashed, and SharePoint is preferred.

• Proficient numerical, verbal, and written communication skills.

• Excellent general computer skills and the ability to quickly learn new systems.

• Capability to work independently and handle multiple tasks concurrently.

• Strong administrative and data entry skills with meticulous attention to detail.

• Precision with invoices, job cards, timesheets, and claims.

• Ability to plan around deadlines, including month-end, claim windows, and invoice processing.

• Flexibility to meet daily departmental needs.

• Professional and polished written communication skills.

• Ability to comply with the Organization's Information Security Management System (ISMS), including relevant information security policies, procedures, standards, and guidelines.

🏝️ Benefits

• Highly competitive salary paid weekly.

• Enrollment in HMO upon commencement.

• Additional HMO dependents added each year of service.

• 20 vacation days and 7 sick days per year.

• Annual performance bonuses and incentives.

• Annual salary reviews and increases.

• Complimentary cooked rice, snacks, and hot beverages.

• Company polo shirts provided.

• Enjoy a fantastic, bright, and cheerful open-plan work environment.

• Work with prestigious clients alongside highly professional and friendly colleagues.

• Flexibility to work from home or the office – your choice.