REIMAGINE CLIENT EXPERIENCE

Careers at comxo

Virtual Personal Assistant (NIGHTS)

Location

Datchet / Office Based

Hours & Working pattern

Shift – 4 on 4 off – rotational shift pattern

Hours – 31.5 per week

Salary – £18,788 – £20,650 dependant on experience

OR

Shift – 4 on 4 off – rotational shift pattern

Hours – 37.5 per week (12hr shift)

Salary – £21,938 – £24,155 dependant on experience

Department

Switchboard

What will you be doing?

The purpose of the role is to greet and navigate inbound calls in a ‘virtual switchboard’ environment in a polite, professional, friendly and articulate manner. You will be expected to deliver service excellence in all areas of the role and work in a close-knit high performance culture servicing some highly prestigious clientele.

This role is also heavily focused on administration work to ensure our clients operate at maximum efficiency– tasks include; data entry, data cleansing, imports and additional project work.

This role requires the Virtual Personal Assistant to conduct themselves in accordance with the company’s 4P’s values (Politeness, Professionalism, Personality and Proficiency) at all times to internal and external stakeholders. 

Your main responsibilities

  • Answer all calls, with politeness, proficiency, personality and professionalism, at all times.
  • Able to complete all imports with assistance for advanced ones where required.
  • Answer all calls presented to you within the time limits (SLA) set for the call and handle according to the requirements of the customer.
  • Continually achieving a high QMS score escalating potential issues as and when they arise.
  • Understands BCP processes internal/external and points of contact.
  • Respond to all inbound emails or faxes in accordance with the requirements of the client.
  • Fully understand the ethos of providing highest quality customer service and to deliver this at all times.
  • Can update client information through Patheos when requested (FAQs, Diaries, Personal pages & company information).
  • Can take all calls and clients with no exclusions.
  • Liaise with all other members of the team to ensure an effective service is provided to all clients.
  • Consistently carry out your duties in a professional manner.
  • Complete tasks listed on the Team’s Checklist and ensure changes are made where required.
  • Complete the daily administrative tasks assigned to you such as; data cleansing, data entry, imports and additional project work.
  • Ensure processes are correctly followed with imports in line with GDPR for data files.
  • Ensure all relevant information is logged promptly and accurately for billing purposes.
  • Use initiative and ask for help when needed.
  • Raise issues and ideas for improvements with your supervisor, with clear examples.
  • Preparing and producing daily/weekly/monthly reports.
  • Undertake any other duties deemed reasonable, assigned to you by management.
  • Respond to data queries, internal or external ensuring complex queries are raised with night management. Any other relevant duties that are required, from time to time.
competencies
Competencies that are identified to clearly define the essential functions of this role.

judgement

The ability to establish connections, on the basis of available information, to develop alternatives and derive timely, correct and realistic conclusions

Active listening

The ability to capture relevant information from (non) verbal communication. The willingness to ask targeted questions and to consciously interact with people

Communicate

The ability and willingness to initiate contacts and to communicate in a clear manner

integrity

The ability to act and communicate, both on a personal and professional level, sincerely and consistently with prevailing values and norms

Adaptability

The ability to actively adapt the personal functioning, method and management style to the situational requirements

reliability

The ability to honor agreements and to function in compliance with the existing procedures, guidelines and norms

empathy

The ability and willingness to understand the thoughts, feelings and concerns of others and to act accordingly

Conflict Management

The ability to acknowledge conflicts, approach them objectively and discuss them in order to reach constructive and mutually acceptable solutions

follow up & Control

The ability to monitor and control the evolution of activities and projects in terms of timing, quality and results

Accuracy

The ability to perform tasks meticulously and to obtain a high degree of accuracy and completeness due to considerable attention for details

initiative

The ability to detect and use opportunities by initiating things opposed to remaining passive. The willingness to take action, even when not explicitly called for

efficiency

The ability to manage efficiently the available time, efforts and resources, in function of the circumstances

Apply for this role

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