Reception-Admin Assistant

How to Apply: To apply for this position, please send the following:

A link to your resume.
A link to a 1-2 minute video introduction where you discuss your experience and interests.




### **Position: Administrative Assistant**



**Location:** Offshore (Remote)

**Reports to:** Sales Manager

**Type:** Full-Time



#### **Purpose of the Role:**

The Offshore Administrative Assistant is responsible for supporting the administrative functions by managing overflow calls and emails, ensuring timely and professional communication with customers and internal teams. This role aims to provide a high level of customer service by handling inquiries, managing voicemails, escalating complaints as appropriate, and executing general administrative duties to streamline business operations.



#### **Key Responsibilities:**



1. **Overflow Call Management:**

- Answer incoming calls that overflow from the primary customer service line.

- Handle simple inquiries or concerns within a 30-second timeframe.

- Transfer calls to the appropriate department based on customer needs.

- Take detailed messages and ensure they are passed on to the relevant staff members in a timely manner.

- Identify and escalate calls that may require intervention from leadership, especially related to complaints.



2. **Customer Service Support:**

- Maintain a professional and friendly tone in all communications.

- Provide clear, concise, and easy-to-understand responses to customer inquiries.

- Ensure a positive customer experience by being attentive and responsive to all customer needs.



3. **Email and Message Management:**

- Monitor, manage, and respond to incoming emails.

- Redirect emails to the appropriate tea ---------- mbers or departments as necessary.

- Keep track of and prioritize email communications to ensure prompt follow-up.



4. **Administrative Assistance:**

- Perform administrative duties as needed, such as confirming bookings with customers.

- Support internal teams with data entry, document management, and other clerical tasks as required.

- Assist with special projects or assignments that contribute to the efficiency of the business.



5. **Issue Resolution and Escalation:**

- Recognize and resolve minor customer service issues.

- Accurately document escalated issues and ensure they are directed to leadership or relevant departments for resolution.



#### **Required Skills and Experience:**

- Proven experience in a customer service or administrative support role.

- Strong communication skills, both written and verbal.

- Ability to manage multiple tasks simultaneously and prioritize effectively.

- Highly organized with strong attention to detail.

- Problem-solving skills and the ability to identify issues that require escalation.

- Familiarity with CRM systems and call management software is an advantage.



#### **Personal Attributes:**

- Customer-focused with a positive attitude.

- Proactive, adaptable, and able to work independently.

- Excellent listening skills and empathy for customer concerns.

- Clear and professional in communication.