About tawk.to
What are the VA's primary responsibilities?
ADMINISTRATIVE SUPPORT
− Email and phone management
− Calendar management / Appointment setting
SALES AND CUSTOMER SERVICE
− Sales leads screening and qualification:
o Screen and qualify customers enquiries or prospective customers incoming phone calls:
Gather information and create record in Xero (update customer information or create new lead)
Direct to appropriate team member
Make appointments (need access to Nat’s calendar)− Client Follow-up
o On down times, contact current customers to enquire about satisfaction and need for products or services.
− Placing and updating orders
o Assist customers with order placement over the phone or online on the ecommerce platform. Update Xero.
− Order tracking
− Processing orders and refunds
− Product recommendations
o Basic sales pitch to be developed to help with guiding new leads, including setting up time to discuss with Natasha.
− Upselling and cross-selling
− Handling customer complaints
− Responding to product reviews and comments on social media.
− 24/7 chat support BOOKKEEPING - XERO ACCOUNTING SOFTWARE
− Record payments
− Reconcile account statements
− Bill Payment
− Prepare and mail invoices
− Send payment reminders
− Collect overdue payments
− Manage stock levels and place orders based on analysis by CSO.
What would a typical day in this role look like?
− Log-in into Xero, review any pending transactions and process them.
− Check emails, WhatsApp, for messages that need processing.
− Assist customers over the phone and online.
− Help our operations with scheduling some of our services.
− Possibly help manage our social media depending on time available.
What are the “must-have” skillsets of a successful candidate?
− Strong written and verbal English communication skills. Since our clients are rural New Zealanders, experience with English speaking clients, prior experience with New Zealand and geographical knowledge of New Zealand is an advantage.
− Experience with Xero accounting software is essential.
− Experience with the Tawk.to platform is essential.
− Proven bookkeeping skills and experience.
− University degree in business administration or sales or previous equivalent experience.
− At least 2 years of work experience in customer service or inside sales preferably in technical products (B to C or B to B).
− Proficiency in MS Excel and general Computer skills.
− Self-motivated and able to learn, organize, and conduct assigned project independently.
− Flexible and adaptable to change. Ability to handle multiple short and long-term projects simultaneously.
− Able to work well with others, positively interact, lead and develop a team working culture.
− Good analytical skills combined with impeccable attention to detail.