[Hiring] Virtual Assistant @Yempo Solutions

Role Description

We have an exciting dayshift opportunity available for a Virtual Assistant. Work from home or the office – you choose!

Key Responsibilities

• Customer Support & Communication
  • Act as the first point of contact for all incoming service, parts and support enquiries, email and online channels.
  • Log, assign and monitor all customer support requests through Zendesk.
  • Ensure all customer enquiries are acknowledged and assigned within agreed service levels.
  • Escalate unresolved issues according to the escalation matrix.
  • Support customer communications and provide updates as directed by the Service Coordinator.
• Service Administration
  • Create and maintain service jobs within Workflow Max and associated systems.
  • Support scheduling activities by ensuring job information is accurate and complete.
  • Process service job completion documentation and prepare jobs for invoicing.
  • Coordinate travel and accommodation requirements for Service Team personnel.
  • Maintain service records, compliance documents and customer information.
  • Parts sales for rental.
  • 365 service admin.
  • Chase job closure, keep WIP clean.
• Warranty Administration
  • Coordinate collection of supporting documentation including technician reports, photos and failure analysis and file in Vehicle records in SharePoint.
  • Track warranty claims through to completion and recovery.
  • Maintain warranty records and reporting.
• Ticket & Process Management
  • Administer the Zendesk ticketing platform.
  • Monitor ticket response and closure times.
  • Maintain service process documentation and procedural records.
  • Support continuous improvement of service administration processes.
• Documentation & Systems Management
  • Maintain SharePoint libraries and technical document repositories.
  • Ensure accurate filing and version control of technical and service documentation.
  • Support reporting and KPI tracking for the Aftersales team.
• Reporting & Accountability
  • You will attend a cadence of meetings including:
    • Online Daily huddle - if organised by your supervisor
    • Online monthly Service Team meetings
    • Any meetings organised to review specific projects.
  • Comply with the Organization's Information Security Management System (ISMS), including all applicable information security policies, procedures, standards, and guidelines.

Qualifications

• 3+ years in a service administrative role.
• Previous experience in a motor or mechanic-related work environment is an advantage.
• Strong organizational and documentation skills.
• Experience working with cloud-based systems and the ability to follow processes.
• Experience with Workflow Max, Zendesk, Unleashed, and SharePoint is preferred.
• Good numerical, verbal, and written communication skills.
• Excellent general computer skills with the ability to learn new systems quickly.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong administrative and data entry skills with high attention to detail.

Personal Attributes

• Accuracy - invoices, job cards, timesheets, and claims are right first time.
• Organisation & Follow-up - plans the day around deadlines that don't move (month-end, claim windows, invoice runs) while keeping routine work flowing.
• Adaptable and positive - flexes to the dept daily needs without letting the standard slip.
• Communication - polished and professional written comms.

Benefits

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year; 7 sick days.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks and hot drinks.
• Company polo shirts provided.
• Fantastic, bright and cheerful open-plan work environment.
• Prestigious clients and highly professional and friendly co-workers.

Disclaimer

Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.