Virtual Assistant

• Act as the first point of contact for incoming service, parts, and support enquiries through email and online channels
• Log, assign, and monitor customer support requests through Zendesk
• Ensure 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
• 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
• Process parts sales for rental
• Perform 365 service administration
• Chase job closure and keep work in progress clean
• Coordinate collection and filing of warranty documentation in vehicle records in SharePoint
• Track warranty claims through completion and recovery
• Maintain warranty records and reporting
• 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
• 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
• Attend online daily huddles, monthly Service Team meetings, and project-specific meetings as required
• Comply with the Organization's Information Security Management System (ISMS)

• 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
• Accuracy with invoices, job cards, timesheets, and claims
• Ability to plan around deadlines including month-end, claim windows, and invoice runs
• Adaptability to daily departmental needs
• Polished and professional written communication
• Ability to comply with the Organization's Information Security Management System (ISMS), including applicable information security policies, procedures, standards, and guidelines

• 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
• Work from home or the office – you choose