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Community Admin Assistant (ZR_19817_JOB)

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Australia

BruntWork logo
BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/
501 - 1000 Employees
See all jobs

Job description

This is a remote position.

Role Title: Community Admin Assistant
Employment Type: Full Time
Location: Remote
Schedule: 8:00 AM to 5:00 PM Manila
Break: 1 hour (Unpaid)

POSITION SUMMARY

The Administration Assistant is pivotal in supporting Account Managers, ensuring the seamless delivery of unparalleled learning experiences for students. The role encompasses a blend of administrative and visual design tasks along with customer service responsibilities, primarily associated with the student experience of our online courses.

TEAM AND REPORTING STRUCTURE
Reporting directly to the Senior Account Manager, you will be an integral part of our Community team, which includes Account Managers and Community Ambassadors.
You will also have access to our Marketing, Production and Finance/Operations teams.
You are joining the company at a time of significant expansion, allowing you to he build a cohesive and collaborative environment. As you settle into the role, you will receive comprehensive training and have the opportunity to bring new ideas to enhance our systems and processes.

RESPONSIBILITIES AND DUTIES
Customer Service Focused:
● Serve as the first point of contact for customer inquiries via email, phone, a chat, ensuring prompt, professional, and courteous communication.
● Provide accurate information about products, services, and policies to customers, addressing questions and concerns effectively.
● Resolve customer issues in a timely manner, escalating complex cases to the appropriate team members when necessary.
● Maintain and update customer records in the company CRM system, ensuring accuracy and confidentialit
● Monitor and respond to customer feedback on social media or other platforms, ensuring a positive and consistent brand voice.
● Assist in processing orders, refunds, or exchanges, following company procedures.
● Collaborate with other departments to streamline customer service processes and improve overall customer satisfaction.
● Identify recurring customer issues and suggest improvements to policies, procedures, or services to enhance the customer experience.
● Support the organisation of customer appreciation initiatives, such as loyalty programs or personalised follow-ups.
● Stay informed about product and service updates to provide customers with the most current and relevant information.

Live Q&A Preparation and Scheduling:
● Coordinate calendar scheduling for Live Q&A sessions. (StreamYard - World Time Buddy)
● Prepare and maintain student questionnaires and responses. (Jot Form)
● Administer Facebook group activities by posting reminders and sharing relevant Live Q&A information.
● Ensure account managers are prepared with a list of student questions (Google Docs, Google Sheets add questions to StreamYard.)
● Ensure all images relating to the live Q&A are resized in Canva and loaded into StreamYard.
● Coordinate the creation and uploading of the introduction and exit slideshows for the live Q&A. (StreamYard)
● Support account Managers behind the scenes during Live Q&A sessions by time stamping questions, ensuring live streams are broadcasting correctly, flagging comments and questions and adding links during the conversations (StreamYard)
● Download the Live Q&A video file and save it. (Google Drive)
● Upload Live Q&A video file and time stamp summary into the course port (Thinkific)

Communication and Email Management:
● Write and schedule emails & reminders for Live Q&A sessions to students. (HubSpot)
● Refine email templates. (HubSpot)
● Post Live Q&A reminders in the designated Facebook group to encourage participation (Facebook Groups)
● Share Live Q&A information and instructions. (Facebook Groups)
● Write Live Q&A email summary for students with a link to watch the recording in the course portal (HubSpot)

Administrative and Documentation Tasks:
● Organise and action all administrative tasks in ClickUp.
● Create and manage Jotform templates & Jotform integrations for student surveys, online exhibition submissions and Live Q&A questions.
● Ensure a streamlined email inbox and monitor internal Slack communications.
● Student Facebook approvals into student community groups. (Thinkific, Hubspot and Facebook)
● Capture student testimonials (Google Sheets)
Design Tasks using Canva:
● Facilitate the graphics creation for SM posts and Email campaigns.
● Ensure all graphics are filed correctly.
● Create Online Exhibition invitations.
● Create Live Q&A headers.
● Resize images ready for StreamYard.
● Design course resource guides.
● Any other course communication graphics as needed.

Facebook Group Support
● Ensure all dates and important information are shared within the student community groups.
● Support the Facebook Ambassador for each course by responding to student inquiries directly when needed.
● Assist tutors in navigating Facebook, including training, post management, and hashtag/topic searches.
● Oversee the preparation and dissemination of tutors' weekly updates for students not in the Facebook group.
● Record welcome videos on behalf of the team for the Facebook group.
● Coordinate the creation and updating of posts, such as check-ins, thank-yous,

Live Q&A, and exhibition announcements.
● Identify and highlight standout students through social media posts or the monthly newsletter.

Additional Responsibilities
● Participate in monthly team meetings, fortnightly marketing and administration meetings, and weekly meetings with your line manager.
● Adapt to occasional extended hours during peak periods or Live Q&A sessions.
● Continuously seek opportunities for professional development and contribute to the overall growth and success of the client.

KEY COMPETENCIES

Communication and Collaboration (ADVANCED)
  • Ability to distill information and communicate it effectively with others to ensure a harmonious learning environment. Strong written and verbal communication skills with an empathetic and courteous approach.
Organisational Skills and Time Management (ADVANCED)
  • Exceptional ability to plan ahead, prioritise tasks, and manage multiple projects and deadlines efficient. Strong attention to detail and ability to maintain accurate records. Calm and methodical approach to task management.
Customer Centric Mindset (ADVANCED)
  • Strong focus on customer service, ensuring a positive and supportive experience for both tutors and students. Ability to handle strong personalities and provide solutions to issues.
Technical Proficiency (INTERMEDIATE)
  • Proficiency in technology, including Facebook Groups and a willingness to learn new tools like HubSpot CRM, ClickUp project management tool, Google Docs, Airtable, and JotForm.
QUALIFICATIONS AND EXPERIENCE

Hard Essential Skills:
● Proficiency in using online tools such as ClickUp, Hubspot, Google Docs, Google Sheets, Canva, JotForm, Canva, StreamYard and Slack.

Soft Essential Skills:
● Strong organisational skills.
● Strong Attention to detail.
● Strong Canva design skills with a clean and contemporary aesthetic.
● Excellent written and verbal communication abilities.
● Collaborative team player.
● Proactive and forward-thinking.

Knowledge Needed for the Role:
● Familiarity with the online education industry and applied learning.
● Strong interest in contemporary fibre and mixed media art

Certifications, Diplomas, Degree
High school diploma or equivalent required.
A bachelor's degree or related certifications in administration, communication or applied learning would be an advantage.

Required profile

Experience

Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

StreamSetsCanva (Software)HubSpot CRMSlack (Software)ClickUp (Software)Google DocsOnline Teaching

Other Skills

  • Customer Service
  • Organizational Skills
  • Technical Acumen
  • Communication
  • Google Sheets
  • Detail Oriented
  • Proactivity
  • Teamwork
Are you interested?

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