Customer Operations and Support Assistant

Position Overview:

The Virtual Assistant will play a key role in managing and streamlining the operational and communication processes of the company. The ideal candidate will ensure online order processing, client communication, and follow-up activities are handled efficiently, while maintaining high levels of professionalism and accuracy. This role requires excellent organisational skills, fluent English proficiency, and strong attention to detail.

Key Responsibilities:

1. Online Order Processing
• Oversee and manage the end-to-end process of online orders, ensuring accuracy and timely execution.
• Input order details into the company’s ERP system (Intact) following the established process.
• Coordinate delivery schedules by communicating with the WhatsApp group to confirm date and time.
• Notify clients of delivery schedules through pre-approved templated emails.

2. Email Inbox Management
• Monitor and respond to incoming emails in designated inboxes with a high level of professionalism.
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• Handle inquiries and provide prompt responses with quotations or solutions to client queries.
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• Respond to emails using templated responses and provide relevant garden contact details.

3. Quotation Follow-Up
• Proactively follow up on all quotations every four weeks to track progress and manage client relationships.
• Record all correspondence and updates meticulously in the note section of the ERP system.

4. General Administration
• Maintain clear and consistent communication with internal teams via WhatsApp and email.
• Ensure all processes adhere to company standards and provide feedback for potential improvements.

Requirements:
• Language Proficiency: Must have excellent spoken and written English skills to handle client interactions effectively.
• Technical Skills: Proficient in using ERP systems (Intact experience is a plus), email platforms, and WhatsApp for business communication.
• Internet Connectivity: Must have a reliable and fast internet connection for seamless operations.
• Detail-Oriented: Strong attention to detail to ensure accuracy in order processing and correspondence.
• Proactive: Demonstrated ability to follow up, manage multiple tasks, and meet deadlines.

Working Conditions:
• Remote position with flexible working hours.
• Must be available during agreed hours to ensure timely responses and follow-ups.