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AI Summary
The specialist will monitor property portals and handle email enquiries to book viewings and valuations into the CRM. They are also responsible for performing callbacks to customers and updating buyer and tenant requirements.
This is a remote position.
We are looking for a dedicated Virtual Assistant to provide out of hours support for a busy UK estate agency. This is a unique role suited to someone who is a natural night owl or is comfortable working evening and weekend hours. The VA will act as an extension of the team during closed hours, ensuring that no lead, enquiry or callback request goes unanswered.
***PLEASE NOTE THE WORKING HOURS BELOW FOR THIS ROLE BEFORE APPLYING***
Key Responsibilities:
- Monitoring and responding to inbound messages from property portals including Rightmove and Zoopla
- Handling email enquiries - primarily viewing requests and valuation enquiries (approximately 900 to 1,000 messages per month, 90% email)
- Booking viewings and valuations directly into the company CRM
- Confirming viewings with property owners within agreed hours
- Calling back customers who attempted to call in out of hours and did not connect
- Calling back customers who interacted with the AI voice system and requested a human callback
- Updating buyer and tenant notes and requirements in the CRM
- Forwarding urgent messages to the relevant team members
- Handling basic enquiries and providing prompt, professional responses
Systems & Access:
- Full training will be provided on the company CRM
- The VA will be set up with a restricted permission set - no full admin access
- Screen recordings of processes will be provided by the client to support onboarding
- Some dedicated face time with the VA during onboarding will also be provided
Requirements
Ideal Candidate:
- Comfortable working evening hours (UK time)
- Previous experience in a property, estate agency or customer service environment preferred
- Strong written and verbal communication skills
- Confident using CRM systems and learning new platforms
- Highly organised with excellent attention to detail
- Proactive and able to work independently with minimal supervision
Hardware Requirements:
- Computer or laptop with stable performance
- Reliable ADSL/Fibre internet (minimum 50 Mbps)
- Headset compatible with VOIP systems
- Anti-virus installed
- UPS/Backup power for load shedding
Benefits
Working hours:
- Monday to Friday
- Times may vary between 9am to 5pm UK Time, or 11am to 8pm UK Time
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