Position Summary:
Whilst your main objective will be to provide administrative support, you will also act as a Customer Service Representative 1-2 days per week, helping our customers find the best solution for their needs, ensuring an amazing customer experience from their first touchpoint with PicUp all the way through to completion of their job.
This position will report to the Head of Operations.
Key responsibilities:
- Collate daily, weekly and monthly operational reports
- Processing customer transactions/invoices through Stripe
- Maintaining up-to-date contractor compliance standards & records (registration/licencing/insurance) to ensure legal compliance
- Manage and complete weekly contractor/hauler payroll
- Weekly invoice reconciliation, ensuring profit margins per job are at required levels
- Monitor web chat and answer customer enquiries
- Various other general administration duties as required by management
- Learn and perform the duties of the Customer Service Representative, when required
- Ensure customers receive an outstanding customer experience, by answering service, capability and pricing questions attentively over the phone and online
- Maintain optimal fleet levels by monitoring job numbers/demand and working with recruitment regarding requirements
- Assessing customer needs and recommending suitable services
- Promoting service/ loyalty offers to generate repeat business from customers
- Managing all drivers/fleet teams to ensure all jobs are completed to a high standard
- Dealing with refunds and handling customer disputes to ensure a positive outcome
- Collaborating with operations, marketing, app development teams to highlight areas for improvement
- Maintain a strong understanding of products and services, and innovate new ways to serve customers
Competencies and experience required:
- Customer service experience 2+ years
- Administrative experience 3+ years
- Strong time management skills
- Conflict resolution skills
- Ability to work autonomously and unsupervised
- Intermediate-Advanced level of Google Workspace skills/knowledge or similar transferable Microsoft skills
- Ability to quickly acquire skills across new software platforms
**Job Types**: Permanent, Full-time
**Benefits**:
- Company events
- Health insurance
- Life insurance
- On-site parking
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental Pay:
- 13th month salary
Ability to commute/relocate:
- Angeles City, Pampanga: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Customer service: 2 years (preferred)
- Administrative: 3 years (preferred)