Customer Retention Rep

Job Title: Customer Service Virtual Assistant (VA)

Company: Hellamaid

Location: Remote

Job Type: Full-time (10am-6pm EST)

About Hellamaid:
Hellamaid is a top-rated cleaning service in Canada, committed to delivering exceptional cleaning solutions to homes and businesses. With a strong emphasis on quality, professionalism, and customer satisfaction, we are growing rapidly and are looking for a motivated and skilled Virtual Assistant to join our customer service team.

Job Overview:
We are seeking a dedicated Customer Service Virtual Assistant to manage customer retention, resolve complaints, and handle disputes. The ideal candidate will have strong communication skills, the ability to empathize with clients, and a proactive approach to problem-solving. You will play a key role in ensuring customer satisfaction and maintaining Hellamaid’s reputation for excellent service.

Key Responsibilities:

• Customer Retention: Proactively engage with customers to ensure satisfaction and encourage repeat bookings.
• Handling Complaints: Address client concerns in a professional, empathetic manner, providing timely resolutions.
• Problem Solving: Analyze issues presented by customers and offer appropriate solutions while keeping Hellamaid’s policies in mind.
• Dispute Handling: Mediate and resolve disputes between customers and cleaning staff to maintain harmony and service satisfaction.
• Follow-up: Ensure any unresolved issues are properly followed up on, working with the management team to provide resolutions.
• Customer Communication: Respond to customer emails, chat, and phone inquiries in a timely and friendly manner.
• Feedback Collection: Gather feedback post-service and assist in improving customer experience.

Qualifications:

• Previous experience in customer service, especially in dispute handling and complaints resolution.
• Strong communication skills, both written and verbal.
• Ability to remain calm under pressure and demonstrate empathy.
• Excellent problem-solving skills and a proactive approach.
• Ability to work independently and manage time effectively.
• Experience with customer service software (e.g., Zendesk, Freshdesk) is a plus.
• A quiet, professional home office setup with reliable internet access.

Why Join Hellamaid?:

• Work remotely from the comfort of your home.
• Flexible hours to suit your schedule.
• Opportunity to be part of a growing, top-rated cleaning company.
• Friendly and supportive team environment.

How to Apply:
If you’re passionate about customer service and enjoy solving problems, we’d love to hear from you! Please apply by sending us a short Loom video to discuss why you'd be a good fit.