VA - Customer Support and Warm Appointment Setting

About the role

Tailor Made Outsourcing is seeking a talented and driven Virtual Assistant to join our team. In this full-time role, you will be responsible for providing exceptional customer support and warm appointment setting services to our diverse client base.

Work from home position for Australian Client.

What you'll be doing

We will provide access to our Workshop Management Software, where we book and manage all jobs for the workshop. We will provide training on how to use it.

We will provide a Phone app dedicated user name and password, so the person will be able to make phone calls from our internal workshop phone number, not just random number.

We will provide regular training and feedback regarding their performance, manners and scripts they use when communicating with clients and ask them to adjust accordingly.

1. Missed appointments follow up - On the day, call all appointments that were booked for previous day and did not show. Offer them to reschedule for another day.
2. Upcoming bookings - On the day, call all appointments that are booked for the next day and follow up whether they are still planning to attend. If not, offer them to reschedule for another day or ask why they changed their mind.
3. Customer Feedback follow up – On the day, call clients who had work done or attended our workshop for a service or any type of repair 3 days ago.
4. Perform daily cold calling to existing customer database following up with emails and text messages. The calls will be about reminding people that they have not attended a workshop or have not done a service in a longer time that recommended and suggest to make an appointment and make those appointments if the customer asks.
5. Making bookings in the provided Software.
6. Email, whatsapp and phone call communication with workshop managers and admin staff as and when required during business hours and perform tasks allocated by them as and when required.
7. Attend chatbot inquiries.
8. Attend after hours incoming calls as they come in and taking details and customers enquiries and passing it onto the workshop managers and admin staff via email and whatsapp
9. Other tasks as necessary.
10. Produce daily report on work completed in the format as below example.

What we're looking for

• At least 3 year of experience in a customer service or call centre role
• Strong communication and interpersonal skills with the ability to build rapport with customers
• Excellent time management and organisational abilities to juggle multiple tasks and priorities
• Proficient in using customer relationship management (CRM) systems and MS Office suite
• Proactive problem-solving skills and a commitment to delivering high-quality results
• Flexible and adaptable to work within a fast-paced, dynamic environment
• Fluent in English, both verbal and written

What we offer

At Tailor Made Outsourcing, we are dedicated to creating an empowering and rewarding work environment for our employees. In addition to a competitive salary, we provide a range of excellent benefits, including:

About us

Tailor Made Outsourcing is a leading provider of innovative outsourcing solutions, specialising in customer service, back-office support and sales enablement. With a strong presence in the Philippines, we partner with businesses of all sizes to help them achieve their goals and deliver exceptional experiences for their customers. Our commitment to excellence, innovation and continuous improvement has made us a trusted name in the industry.

If you're excited about the opportunity to join our team, apply now and let's discuss how your skills and experience can contribute to our continued success.