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Customer relations and administration assistant Day Shift

Pampanga, Central Luzon ·  19 November (updated)

BMG Outsourcing

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  • Start and build your career with BMG Outsourcing - one of the most well-respected Australian-owned Outsourcing Companies with offices in Clark and Sydney, providing high-quality services to clients and promising career opportunities to its employees.

    BMG Outsourcing is looking for an experienced Customer Service Assistant who will make every customer and team member feel awesome about the solutions that we can provide to them.

    The chosen candidate will assist customers with any enquiry especially those pertaining to their parking requirements, venue hire, vehicle detailing, Podio profile updates, compliments and complaints.

    Candidates must have great communication skills with a strong command of written English. Must be super comfortable chatting with any customer on any topic and happy to ask for a 5 STAR testimonial too! Must also, be empathetic and polite to customers who might be having a bad day.

    The chosen candidate will be the go-to administrator, supporting co-workers and keeping the tribe happy. This will include responding to incoming email enquiries, incoming short term Podio parking enquiries, Podio updates, Salvage terminating customers, ad hoc projects/tasks and data entry.

    This will include the collection, collation and management of datasets to assist the team in making informed and strategic decisions during the exciting Get Parked expansion phase.

    Roles and Responsibilities

    Manages Customer Relationships:

    * Responds to all inbound general enquiry emails within 1 business day

    * Responds to all urgent customer and team enquiries within the hour

    * Quickly resolves customer complaints, changes, amendments and cancellations

    * Actively seeks out positive customer feedback

    * Actively attempts to salvage every termination request

    * Authorises customer GSM access requests in a timely manner and updates relevant document

    * Responds to casual parking enquiries within 1 business day

    * Always attempts to resolve issues or complaints, escalating to management only when necessary KPI: >2 positive customer reviews obtained every month

    * Collects, collates and manages relevant data

    * Uses recommended platforms and tools to gather relevant data (Real Commercial, Space Hero, Subscribes to agent emails for commercial space notifications in key areas, Google maps, etc) KPI: Collect and Collate data for >1 potential new site every week as per spreadsheet template

    * Proactively seeks out new platforms, subscriptions and tools to optimise data collection

    * Works with the Marketing team and BDM to design useful new datasets for mining

    * Uses templated spreadsheets to organise and store collated data

    * Provides Sales Support

    * Supports The Sales team with inbound Casual parking enquiries

    * Sends relevant site and payment information to customers for casual bookings

    * Responds to inbound casual parking enquiries within 1 business day

    * Compliant with all Business Processes & provides exceptional team support

    * Maintains accurate records in accordance with company procedures

    * Ensures all data is properly maintained within Podio and Google spreadsheets (Customer/Client/Product etc)

    * Attends and effectively contributes to daily huddles and weekly team meetings

    * Meets or exceeds individual and team KPIs

    * Assists the team with filing, organising and managing files within the GP Google Drive

    Additional Projects

    * Food Truck

    * Liaises with local vendors

    * Checks the run list and confirms site attendance

    * Updates the Calendar & sets a task for Customer Relations and Marketing Assistant to create MailChimp campaign and social post

    * Advises each confirmed vendor of payment: 4 staff meals and site fee ($40 when staff are fed $50 if staff are not fed)

    * Venue Hire

    * Assists the team in keeping the GP calendar up to date with bookings

    * Adds booking details to Podio

    * Tasks account for billing

    * Tasks relevant team member for bookings and MailChimp campaigns

    * Assists with the preparation of Venue Hire Agreements

    * Communicates booking details with the team

    Qualifications and Experience/Skills Required

    * Excellent written and verbal communication skills

    * Customer Service experience

    * Experienced in cloud-based CRM

    * Fast response times

    * Customer satisfaction

    * Displays a customer-centric, proactive attitude

    * Sales motivated

    * Ability to communicate effectively with a wide range of customers\

    * Numerical literacy

    * friendly and polite

    * Excellent in record keeping

    * Highly organised and methodical

    * Ability to use GP locations map and ‘Now Parking’ spreadsheet to offer convenient casual parking solutions to customers

    * Displays willingness and enthusiasm to undertake additional projects

    * Strong attention to detail

    * Can work cohesively with the team

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 2
  • Language(s): English
  • Knowledge: Customer service, Customer Support
  • Availability for travel: Yes
  • Availability for change of residence: No

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Job summary

  • Customer relations and administration assistant

  • Pampanga, Central Luzon

  • Company

    BMG Outsourcing
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply