Virtual Admin Assistant Wanted - Customer Support & Internal Administration

Hi, my name is Gary and I am a co-founder of My Trusted Expert. We are looking for a highly motivated and driven person with a “doers” mentality to join our team.

The Customer Support & Internal Administration role is focused on maintaining a strong partner relationship by monitoring our 'experts' performance.

Your goals are to:
- Provide strategic advice to help increase our expert's success in converting more calls into appointments
- Communicate with experts on expanding to new areas
- Deal with expert's general questions or payment-related issues via email and phone
- Call customers to get feedback on the service they received from an expert

When you join our team we will provide you with all the necessary video training to complete your day-to-day tasks, and offer ongoing coaching directly from our team as well as froUpgrade to see actual info and my business partner, helping you reach your full potential and aspirations within the company.

\We are looking for someone willing to get their hands dirty and in return, by working with our team, you will learn valuable skills to further enhance your career.

WHO WE ARE:

My Trusted Expert is an online platform, our mission is to connect customers in the UK with the single most qualified local service expert in their area whether it be electricians, roofers, plumbers, heating engineers, tree surgeons or carpenters to name a few.

Our customers' interest and safety are paramount, which is why every expert we sign up goes through a vigorous vetting process, including evaluating their reputation, and qualifications, as well as a price check, to ensure they are in line with industry standards before we recommend them to our customers.

OUR VISION: Be part of the story

Sometimes you get a chance in your career to be part of something really special. We’re still early on this journey, so every person who joins our team has a unique and powerful opportunity to make an impact on where we go from here.

My Trusted Expert is making strides in our sector and ruffling the feathers of the big players to become the new market leaders so the potential of how far we can go is limitless.

You’ll be coming in on the ground floor of this opportunity which will change how people choose local service professionals and will truly make a difference in the local service industry.

We are already growing at a rapid pace and with your help, we will do it even faster.

We will break records, kick-ass, and we’ll have a great time doing it.

Make no mistake, our industry is FULL of smart, ambitious people and that’s ALL we’re looking for.

This is a NO slacker zone. If you are one, you won’t last a week so don’t waste your time or ours.

TASKS YOU'LL BE DOING:
- Listen to Expert's calls, mark and score them
- Monitor Expert's performance, create a performance review report and highlight opportunities for improvement
- Ongoing Management - i.e. obtain up to date documents from partners, reply to email queries from customers
- Reply and deal with general email enquiries and disputes relating to calls Experts have received from us
- Call Experts if needed regarding payment issues, expanding into new areas or to discuss a general query
- Follow-up calls with customers to collect feedback about our Experts

REQUIREMENTS:
- Excellent English verbal skills, well-spoken, clear and direct
- Excellent English written skills, able to catch grammatical and spelling errors
- Excellent communication skills for customer service via email and phone
- Ability to accurately follow precise instructions (VERY IMPORTANT)
- Hardworking, detail-orientated, self-motivated and extremely well organised
- Honest and reliable
- A positive, problem-solving attitude with a passion to learn and grow
- The availability to work 40 hours per week (Monday to Friday) - Can’t have part-time job.
- A reliable workstation with a fast computer, Webcam, microphone and speakers as well as a reliable internet connection and power connection if working remotely.
- WordPress knowledge is a bonus.

TOOLS YOU WILL BE USING:
- Gmail
- Slack
- Trello
- Clockify
- Zammad - Customer Helpdesk
- Google Sheets
- Google Meet

COMPENSATION:
- The position is Full Time (40 hours per week, Monday to Friday)
- Working hours are flexible but mainly work between 10am to 7pm Philippines time including a 1-hour lunch break. This is to closer overlap with UK timezone to help for communication purposes.
- 23,000 PHP per month (option to earn more with weekend or overtime work)
- Will pay weekly at first, then Monthly thereafter

PERKS:
- Receive a 13th Month Bonus
- Opportunity to achieve performance-based bonuses every quarter
- Every month you work, you earn 1 personal day which can be used as sick days or vacation days (12 Days per Year)
- We will compensate you for any unused holiday days at the end of the year.
- In addition to this, we offer paid holidays for: Christmas Day, Boxing Day and New Year’s Day
- Finally, we love birthdays and believe they should be a day to celebrate! So we give an extra paid holiday for your birthday. If your birthday falls on a weekend you can then take either the Monday or Friday off.

OUR CORE VALUES:
- Act with Integrity: Be honest, transparent, and accountable. Your actions shape our trustworthiness.
- Strive for Excellence: Aim high, embrace feedback, and never settle. Quality is your signature.
- Innovate Boldly: Think creatively, challenge norms, and adapt quickly. Your ideas drive our future.
- Collaborate and Support: Work together, respect all, and lend a hand. Unity is our strength.
- Put Customers First: Listen deeply, solve proactively, and exceed expectations. Their satisfaction is our success.

HOW TO APPLY FOR THE POSITION:

1. Change the subject line to "I Want to Work for You [Insert the year we were founded by looking on Upgrade to see actual info]”
2. In your message write 2-3 sentences explaining why right now is the perfect time to get this role?
3. Complete the application form (see note below)

NOTE: After you send the message, if steps 1 and 2 are done correctly, you will then receive a response froUpgrade to see actual info with a link to the application form. Please complete all the questions in the form.

People who do not follow all the instructions in this job post and do not complete the application form in full will not be considered for this role.

Make sure to follow all the steps above. Do not write more than what has been asked, if you write more than what is asked I will ignore your application.

This is a unique opportunity to be part of something really special with limitless potential, so I will only look at applicants who are serious about the role.

Successful applicants will complete a couple of sample tasks to help give you an insight into the kind of work you will be doing, as well as provide you with an opportunity to show us what you can do. Following this, you’ll have a short video interview with me. We’ll have a chat about your aspirations and experience, and also talk more about the role and My Trusted Expert’s culture. This will also be your chance to ask questions too, so ask as many as you’d like. You’ll hear back from us within 4-5 days after with our decision.

If you believe you and My Trusted Expert can achieve great things together, apply today. Good Luck!