OVERVIEW
As innovators in creativity, we redefine storytelling by crafting immersive and impactful experiences. Our passion extends to curating extraordinary narratives that transcend borders and capture audiences globally. At the heart of our expertise, we specialize in creating compelling video content tailored for businesses, seamlessly integrating the power of visuals to enhance your brand’s story.
ABOUT US
55 KNOTS is not your ordinary on-demand creative agency. We are a crew of Kraken-powered sailors who are made up of the brightest and wildest minds across the 7 seas! But, we’re not just content about being the greatest. Powered by our secret Kraken Juice, we are now sailing toward our audacious mission: save the oceans by creating disruptive creative impact!
ABOUT YOU
You are an organized and detail-oriented Administrative Assistant who keeps operations running smoothly. You excel at managing priorities, meeting deadlines, and building strong client and team relationships. Proactive and solutions-focused, you handle tasks efficiently, solve problems quickly, and ensure accurate records. You thrive in collaborative environments, providing seamless support and continuous improvement to the team.
REQUIREMENTS
Results Statement:
To manage and maintain all our client accounts and related inquiries and ensure excellence in customer service, maintain strong relationships with our clients and third-party vendors, and ensure repeat customers. Collect customer feedback and maintain proactive communication strategies with all clients, always staying open to any client feedback, and responding quickly and with gratitude.
Outcomes:
- Response time to emails and phone calls, both internal and external, will be 24 hours at the latest, and within 2 hours wherever possible.
- 100% adherence to due dates for tasks (regular and one-off)
- 95% Retention rate
- NPS score avg >9
POSITION TASKS
DAILY ACTIVITIES
- Admin email management: Handle inbound communications through our business administration email account – actioning tasks within the scope of this role or forwarding or filing messages to the appropriate person via email.
- Admin text message management: Handle inbound communications through our business administration text account – actioning tasks with the scope of this role or forwarding messages to the appropriate person via “teams” message.
- Client Appointment Management: schedule and/or reschedule training sessions
- Client Account Management: new client communications and contact entries, suspensions, cancellations, failed payments, red flag reporting, etc.
- Client Information Storage and CRM management
- Storing contracts and documents in the client SharePoint folder.
- Inputting relevant data into CRM (updates and new clients)
- CRM management (i.e. chasing addresses, birthdays, etc.)
- Internal communications within the team.
- Managment team ad-hoc support tasks
- Submit daily reports to the reporting manager.
WEEKLY ACTIVITIES
- Weekly Huddle attendance, minutes, and sharing action items with the team
- Monthly Scoreboard Updates – as per assigned responsibilities. Complete by 11 am every Monday.
- Notify the sales team of upcoming client renewal conversations.
- Attend Weekly employment development meetings (EDM)
- Weekly Onboarding Survey Check In• Update SOPs as needed (within the scope of the role)
MONTHLY ACTIVITIES
- Monthly team meeting attendance, minutes, and Action Items
- Prepare and complete monthly client surveys as per our company feedback systems guides. Report on findings to HOD team.
- Gym Spotify Playlist creation – 1 x general gym (8-10 hours) playlist every month. Respond and adjust based on member feedback.
- Roster – input coaches’ availability/classes into client appointment management as per roster
- Check in any staff anniversaries/birthdays in the following month – report to Sean start of month prior.
- Client Birthday Celebrations – check in on client birthdays in the following month – report to Sean start of month prior.
- Run Expired CC report – follow up with clients
QUARTERLY ACTIVITIES
- Prepare for and meet with Manager for Quarterly Review
- Quarterly Company Wide Meeting attendance, minutes, and action items
- Prepare and complete quarterly client surveys as per our company feedback systems guides. Report on findings to HOD team.
POSITION AND TASK STANDARDS
Position Specific:
- Response time to emails, texts/messages and phone calls, both internal and external, will be 24 hours at the latest, and within 2 hours or less wherever possible.
- All services, systems, and products will be revised quarterly, with details to be reported
- and approved by the appropriate manager.
- Client retention will be measured by maintaining a cancellation target of <4% quarterly average, or as per the current needs of the business. NPS and client lifetime value will also be measured and assessed quarterly.
- All reports will be presented to the manager within one (1) week of the end of said reporting period, under the appropriate formats, accompanied by any necessary recommendations and improvements.
- Ongoing scheduled meetings will take place both weekly/fortnightly (Employee
- Development Meetings, Team Huddles Ups) and monthly (team and companywide meetings) with all reporting positions.
- Business systems will always guide client account management and is inclusive of contracts, adjustments, sales, and all things related to payment and retention.
- Client conversations and complaints will be dealt with immediately, or as soon as possible with all required information logged into CRM software, and if necessary, passed ontothe appropriate team member.8. Maintain an open environment for great ideas. Give people room to share their thoughts without judgment.
Company-wide:
- All work will be performed according to the company policies and standards, in the spirit of the company’s vision.
- All company, client, and staff information will be held as strictly confidential outside the company.
- All routine work will be performed as per our company policies, procedures and systems, as outlined in all position agreements, system action plans, employee manuals and ongoing policy memoranda. Business systems, agreement and memoranda is propriety.
- Employees are encouraged to recommend ideas for improvement of our business, it’s systems and services that are consistent with the company’s vision. All innovation will be quantified, tested and improved, then documented appropriately for routine implementation.
- Immediate managers will be notified of any issues that cannot be resolved, or deadlines that cannot be met, within a reasonable time frame and before the deadline has arrived.
- All staff will aim to be present to work at least 10mins prior to their scheduled start time to allow adequate set up and preparation time for their role.
- Maintain active presence on business social media closed groups and pages. Be a positive, supportive and informative voice to clients in and out of the facility.
- Employees will provide staff assistance as requested by their reporting manager, each employee may be asked from time to time to cover other areas of accountability, and/or departments.
MISCELLANEOUS
Shift Time
- Independent Contractor
- Monday to Friday (4 Hours / 6:30 AM – 10:30 AM, Philippine Time)
- Salary Budget: AUD 420/ month
