Vajazzling.com is looking for a dedicated and responsive assistant to manage customer orders, customer service, setting up new accounts, back office work, data entry, internet research, and various administrative assistant tasks including acting as a VA (Virtual Assistant) for the company president. The applicant needs to be available during at least part of the business day in the USA.
Wholesale Account Setup: Process incoming requests, verify business information, and create wholesale accounts on the website. Notify new accounts about our products and services and help to answer questions. Internal documentation will aid in answering common questions and handling common issues.
Handle Prospects: Respond to incoming requests from potential new customers contacting the company about how to get started with our products, how to order, etc. People (primarily representing spas) email us almost daily asking about our products and how to get started. We want to offer them personal service rather than respond with generic responses. The candidate would offer prospects personalized service to answer their questions and if possible take down their order.
Order Followup: Followup with customers after they receive their first order. This includes phone and email.
Order Resolution: If there is an issue with an order, it will be required to contact the customer and go back-and-forth until the issue is resolved. Then communicate this through the CRM or via email to the company.
Communication: Most interactions will be handled via email. However, in an effort to provide greater customer service and increase sales, phone calls will be preferable to email in many instances. As the candidate grows more confident and understands our products and company, it will be expected that more of his/her customer interactions will be via phone.
Hours: The initial hours required will be roughly 5 hours/week. This will easily grow as the candidate increases their customer service quality and knowledge of Sugar CRM. Hours of operation are required to be during part of the business day in the USA. You will need to be available during part of the business hours.
99% of our customer interactions are positive. We've worked hard to ensure we've only had a handful of unhappy customers. So this will NOT be a job that requires being yelled at by upset customers. It will be a positive experience.
YOUR DAILY TOOLS
Email - primary communication tool
Skype - For calling customers using a company Skype account
Vajazzling.com website - for managing orders and setting up customer accounts
SugarCRM - customer relationship management tool for tracking customer information
Candidates should have strong written and verbal communications with English speaking clients. Most communication for this job is via email. However, some outgoing calls will be required. A software based phone will be provided with a company account.
A positive attitude is important as it is important to maintain our excellent customer service record.
The ability to juggle multiple clients and keep track of incoming requests is key. This is where knowledge of a CRM will be preferable. The CRM will be the system of record for tracking customer interactions, tasks, and other matters. Our company uses SugarCRM. If training is needed, that's acceptable. The principles between different CRMs overlap.
Vajazzling.com is a $100,000/year company primarily selling wholesale. We have some retail sales, but they are a minority of our business. The company has been operating for 2 years now and has seen constant growth. The primary product is a crystal decoration sold to be used on the body. Wholesale clients are mostly spas and related businesses such as tanning salons, laser hair removal, etc. We're focused on growth and scaling our operations for the upcoming summer season.
Vajazzling.com is a clean company that deals with a fun beauty product. Despite vajazzling primarily referring to the decoration of the bikini area, it is not in any way an adult product or affiliated with the adult industry.
Applicant MUST HAVE a strong and stable internet connection.
List some of the products/companies you have handled customer service for.
Write a few sentences of why you would be a good virtual assistant.
Skills: english, csr, research, acting, management, training