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Operations and Customer Service Assistant

4 months ago

Melbourne, Australia Maid To Clean Full time

Permanent Full Time
- Hyrbrid Working Arrangement (3 days home + 2 days office)
- Great opportunity to work in a successful, growing business

Do you have excellent communication and customer service skills? Are you able to rapidly respond to inquiries and problem-solve? Do you want a role that can offer a diverse and exciting future?

**Background**
Maid to Clean is a rapidly growing, high-tech, home cleaning company that brings innovative technology and a smart booking system to the cleaning industry. We specialize in premium quality cleaning and strive to provide exceptional service to all of our clients. We currently pride ourselves in being Melbourne's highest-rated domestic cleaning company on both Google and Product Review.

We are now in need of a new team member who will assist in running the day-to-day operations of the business. This will involve promptly replying to customers and cleaners with acknowledgements, information and solutions to problems while providing the highest level of customer service. The role will also require diplomatic complaint resolution - finding win-win solutions to customer complaints in ways that satisfy the customer, the cleaning team involved and the business.

**The Role**
The primary function of the Operations team is to ensure that all cleaning jobs taking place on the current day run smoothly. The role involves providing exceptional customer service to our cleaning teams and customers, multi-tasking several inquiries at once and problem-solving when things do not go to plan.
- Promptly acknowledge and action incoming requests via our text messaging system
- Quickly and efficiently use our computer systems
- Problem-solve day-to-day issues
- Be extremely courteous and professional at all times
- Follow processes and procedures with a high level of detail

**Requirements**:

- Previous experience working with a service-based provider, or a call centre preferred
- Experience in a trades/service business would be a bonus
- Excellent communication skills and phone manner
- Attentive and highly responsive to new requests
- Highly organised and able to multi-task
- Ability to think analytically and problem solve
- Efficient computing skills - 60 WPM+ preferred
- Intermediate proficiency with Microsoft Excel
- Attend our Thornbury office 2 days per week

**Other Information**
As we are a relatively young, growing company there is a high degree of flexibility with the role, including working at home for part of your working week. We are the perfect place for someone who is looking for a long-term opportunity and job stability within a business that offers growth opportunities, and the salary increases that come along with it. We have a great team culture here at Maid to Clean and can't wait to find our newest addition to the team.

The job is 5 days per week, with one additional Saturday per month required on a rotating roster and paid on top of the base salary. Hours can be flexible for the right person.

Everyone at Maid to Clean is given the opportunity to develop, grow, progress into new positions, and earn a fantastic salary.

**Hybrid Work From Home**
This role involves a work from home component. However, applicants are required to work 5 days per week in the office during training (6-8 weeks), reducing to 2 days per week once capable in the role.