Virtual Assistant – Operations, Client Support
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Job Description
Remote Virtual Assistant supporting a New Zealand relocation and downsizing business. Coordinating clients, quotes, schedules, CRM records, and franchisee administration.
Responsibilities:
- Monitor and manage incoming client email channels throughout the NZ working day
- Respond to clients promptly, professionally, warmly, empathetically, and reassuringly
- Handle inbound phone inquiries in English
- Follow up with clients regarding quotes, upcoming jobs, missing information, and next steps
- Prioritize urgent matters and escalate operational bottlenecks to the franchise owner
- Coordinate relocation, downsizing, and estate-clearing jobs between clients and field teams
- Schedule and reschedule jobs, accurately capturing logistics, special requirements, and documentation
- Maintain task lists and follow-up registers from initial contact through completion
- Provide administrative oversight before and after service delivery
- Assist with preparing, issuing, and following up on client quotes
- Track quote statuses in the CRM through confirmed job execution
- Gather job details for accurate pricing and resource allocation
- Administer and maintain Monday.com as the central source of operational and client data
- Input inquiries, update statuses, log communication notes, and set up automated follow-ups
- Optimize Monday.com boards, workflows, automations, and tracking systems
- Assist with staff scheduling, job assignment, and workforce coordination using Connecteam
- Support employee time-tracking administration and monitor team availability and field operations
- Communicate schedule updates to the local operational team
- Provide calendar, task, and document management support to the Christchurch franchisee
- Prepare spreadsheets, reports, digital files, and supplier correspondence
- Identify and execute administrative tasks to support the franchisee’s operational capacity
Requirements:
- Proven track record as a Virtual Assistant, Executive Assistant, Operations Coordinator, or Senior Administrator supporting a service-based business
- Exceptional written and spoken English
- Professional, empathetic phone manner
- Hands-on experience with Microsoft 365 / Google Workspace, cloud-based document management, and spreadsheets
- Experience coordinating schedules, service logistics, appointments, and client inquiries
- Strong familiarity with CRM platforms and digital task-tracking systems
- High data-entry precision
- Prior direct experience using Monday.com in an operational setup and Connecteam for workforce scheduling preferred
- Previous experience supporting a New Zealand or Australian business preferred
- Background in removals, logistics, home services, real estate, property management, or aged care preferred
- Direct experience supporting business owners or franchise owners in a fast-paced environment preferred
- Ability to listen, reassure, and communicate gently with clients during high-stress life events
- Proactive ownership and ability to anticipate operational needs
- Exceptional organizational skills and attention to detail
- Ability to adapt to shifting priorities and schedule changes
Benefits:
- Public holidays in NZ
- NZ working hours
- Independent Contractor engagement
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