Virtual Assistant | WMG

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

When you join Yempo, you’ll receive the following fantastic 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

Our Client
Alongside its customers, our client is on a journey to create a world of affordable and clean energy, clean water and sanitation, and uninterrupted communications.

They believe that everyone has the right to clean water, reliable sewerage and stormwater systems, affordable electricity, and the ability to communicate and remain connected.

Our client is supporting the creation of a sustainable future for communities across the Pacific.

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.
• Chases job closure, keeps 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.

Your Background

Experience & Skills

• 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.

Disclaimer for salary ranges. 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