Customer Experience Assistant

• Work from Home & Office in Devon Meadows
• Monday, Tuesday and Thursday
• Monday at office in Devon Meadows (7.30am start)

We are a family owned Garden Maintenance and Landscaping business seeking an experienced customer experience / operations support person to co-ordinate our daily operations. This is a stand alone position, reporting to the Managing Director. The key priority for this role is customer service.  This is a highly trusted and integral role in our business. 

Key tasks include: 

• Respond to customer enquiries by text and email. Provide Daily Activity and Follow Up reports to the Managing Director. 
• Answer diverted calls, screen calls and take messages for follow up. A work mobile will be provided.
• Job scheduling using Google Calendar. We will be moving to Service M8 in the near future.  
• Confirm or reschedule bookings. 
• Liaise with field teams, check status of jobs and communicate with the client. 
• Review timesheets and notes on the days you work and follow up with the Managing Director.
• Follow up on feedback received from client and field teams. Ensure ongoing compliance with company policies and procedures.   
• Prepare and Update Client Service Agreements.
• Co-ordinate and maintain HR and WHS documentation to meet compliance requirements. 
• Set up and co-ordinate professional administration processes. (ie: record keeping, filing, timesheet management)
• Invoicing may also be required once processes have been set up. 

The successful candidate will: 

• Be able to work independently, create and own this brand new position.  
• Be super organised, adaptable and able to deal with the unexpected with patience and a professional approach.
• Be very customer first focused, strive to go above and beyond to deliver a positive service experience. Be able to act with a sense of urgency and priority. 
• Previous experience in a Customer Service role, with scheduling experience an advantage. Office management, reception or personal assistant experience would be ideal. 
• Have strong administrative experience, preferably in a small to medium business environment. 
• Be tech savvy, with skills in Google Calendar, Email, Web based SMS, Scheduling Software, web based text messaging service (Service M8) 
• Leadership qualities, supporting our Managing Director and field teams and making them accountable for their work and ensure they provide excellent customer service. 

 Other requirements: 

• Police check or ability to obtain before commencement at your own cost.
• NDIS Worker Orientation Module (on commencement). 
• NDIS Worker Clearance Check (on commencement) at your own cost.

We envisage this person to work 7.30am – 2pm on Mondays at the office (not negotiable as contact with onsite teams is required), 9.30am – 2.30pm on Tuesdays and Wednesdays from home and other days as required to meet business needs.