Remote Operations Assistant

About the Job or Project

Background
Freelancing Gems is partnering with  a boutique services company that helps their clients grow their business and live their lives by providing a range of complementary online services in the areas of Technology, Training and Tax (BAS). They is not your everyday bookkeeping organisation. They believe in working hard whilst balancing our personal lives so that they can always perform at their best to be of most value to their clients. Above all, they value the long-term relationships they develop with their clients,  people and service providers. Their small team works from a variety of home-based locations across Australia with no head office.

They have grown considerably over the last few years and are looking for an experienced Operations Assistant to work with them into the future. The person they are looking for must be self-motivated, positive, happy to work online from home, able to commit to a flexible work life balance and to be brand advocates. In return, they will support your personal growth, provide career opportunities and room for advancement within the organisation and commit to providing ongoing assistance to ensure your work life needs are met.

Role Summary
The aim of this position is to help ensure that the operational requirements
are achieved in a timely and professional manner by supporting the Chief of Operations
(COO).
Role Tasks
Receptionist:

• Monitoring and responding to client calls and emails
• Setting and managing client facing appointments
• Researching and booking travel arrangements
• Organising client gifts via various charities
• Supporting the COO in day to day management
• Assisting with  Annual retreat

Customer service & relationship management:

• Advising on the maintenance of excellent customer service and relationship building across the business
• Securing customer feedback via the preparation, collation, and analysis of customer survey results
• Updating client and supplier information in our CRM
• Performing all required client on-boarding and off-boarding tasks across a range of business software applications.

Maintaining Reckon commissions

• Communicating with clients in relation to their Reckon products
• Reconciliation of monthly commissions in preparation for the Finance team to record
• Online Presence – Social Media and Website
• Advising the COO on marketing campaigns and business development
  initiatives
• Ensuring all social media profiles are maintained and current
• Ensuring all profiles on key partner websites are maintained and current
• Google ads publishing
• Update and maintain  website as instructed
• Assisting with the research, creation and posting of website blog content
• Monitor website visitors and live chat feature and advise on website improvements
• Update and maintain Mail Chimp database
• Assist with creating and managing Mail Chimp marketing campaigns

General

• Maintain computer filing system according to company procedures
• Use online management tools as required
• Adhere to all company policies and procedures in place
• Establish and maintain excellent working relationships with everyone in the team and within the client/supplier network
• Perform other general administrative duties as and when required
• Attend annual Retreat (face-to-face)
• Attend monthly operation team meetings
• Maintain client confidentiality at all times
• Technical Competencies and Experience

Compulsory:

• 3 years’ proven record of excellent customer service
• Microsoft Outlook (or similar email client) skills – excellent
• Microsoft Word and Excel skills – excellent
•  Excellent English reading and writing skills
•  Exceptional communication skills as all work will be completed online and
  through virtual meetings
• 3 years’ experience in Digital Marketing and Social Media platforms
• A genuine love of the internet and all things digital
• Experience working autonomously within a small team environment

Desirable:

• Marketing qualifications (digital marketing, business development, social
  media etc.)
• Experience using WordPress
• Experience using Survey Monkey
• Experience using Mail chimp
• Experience using ZOHO applications

Home Office Requirements

• Your own materials, consumables and telecommunication.
• Own computer with good internet speed, two computer screens, external keyboardand mouse
• Webcam
• Good quality headset ( for use with phone and online meetings)
• Anti-virus installed on PC
• Own phone
• Robust home office security, both digitally and physically, to ensure privacy of data
• The ability to be able to quickly source a new Computer should your current
  equipment fail.
• Own transportation, travel, fuel and associated expenses incurred in obtaining and
  maintaining the above resources.

Personal Attributes

• Genuine desire to be part of a thriving operational team working remotely to deliver exceptional customer service and drive business growth
• Highly organised with excellent communication and time management skills
• Self-motivated and able to work both alone and as part of a small team
• Strong problem solving & decision making skills
• Emotional Intelligence skills
• Attention to detail
• Diligent, caring and empathetic with a strong focus on customer service
• Strong respect for confidentiality and privacy
• Willingness to learn and embrace ownership of tasks
• Belief in a good work life balance with a strong work ethic
• Belief in own professional development and a commitment to maintain CPD requirements