Administration Assistant: Customer Service and Repairs (Photo and Video Lighting)

Location: [Remote Worker]
Reports To: Administration Manager Department: Customer Service & Repairs
How to Apply:
Please complete the following tasks as part of your application for this role
Complete a personality profile at https://discpersonalitytesting.com/ or https://www.16personalities.com/ and submit the results as part of your application
Make a 2 minute video of yourself, explaining why you believe you are a good fit for this role, and why you would want to work for PROtog. Please upload to loom.com and send us the URL as part of your application.
Please note, applications which do not follow application instructions will not be considered.

Who are we?
We’re a small team with big dreams! PROtog distributes Video & Photo lighting gear to retailers and industry professionals across Australia. We are the official distributors of increasingly popular brands including Nanlite & Kupo (amongst many others). We are the main point of contact for Australian consumers of our brands and take pride in servicing our customers. Not only do we sell high quality Video lighting gear, we also support our customers post sales especially with warranty and repairs. With one of our Admin Assistants leaving, we are looking for a Virtual Assistant to step in and provide excellent customer service pre and post sales, as well as maintaining warranty and repair requests.


What’s the job?
The successful candidate will be responsible for answering incoming enquiries from multiple channels ensuring they are delivered to the correct team member. They will oversee repairs from start to finish, determining the issue with the customer and liaising with technicians/suppliers to order spare parts and track repair progress. Additionally, they will perform general administration tasks as required including data entry and product management. The ideal candidate will have strong organisational and communication skills, with experience in a customer-facing or technical environment.

Key Responsibilities:
Customer Service:
Act as the primary point of contact for customers regarding service inquiries, repair statuses, and follow-ups.
Answer general enquiries and direct more complicated questions to the correct department.
Provide clear, timely, and professional communication, ensuring customer satisfaction.
Handle customer complaints, disputes, or escalations with a focus on resolving issues efficiently and effectively.
Service Coordination:
Receive, log, and process service requests from customers.
Schedule repairs and maintenance services, ensuring that technicians are dispatched in a timely manner.
Track the progress of repairs and maintenance, updating customers and internal teams as needed.
Ensure accurate documentation of service requests, repairs, and parts used.


Administrative Support:
Maintain and update service databases, ensuring all information is accurate and up-to-date.
Process orders, invoices, and related paperwork.
Manage inventory for repair parts and ensure adequate stock levels are maintained.
Collaborate with suppliers to source and replenish required repair parts.
Liaise with our warehouse and couriers to follow up on orders and tracking.
General administration tasks as required.
Generate reports on service activity, repair status, and customer feedback.
Monitor service KPIs, including repair turnaround times, customer satisfaction, and parts usage.
Provide regular updates to the Administration Manager on performance metrics, workload, and any issues.

Desired Experience & Qualifications:
Education:
Mandatory: High school diploma or equivalent.
Preferred: Further education in administration, business management, or a related field.
Experience:
Required: 2-4 years of experience in an administrative role, ideally within a technical service or repair centre, with a preference for experience in organisations that operate in or closely with Western markets.
Essential: Proven track record in customer service and managing service queries in a fast-paced, technical environment.
Desirable: Familiarity with technical terms and repair processes.
Advantageous: Direct involvement in a technical role or close collaboration with technical teams, especially those dealing with electronics or mechanical repairs. Technical Skills:
Desirable: Familiarity with Photo/Video lighting
Technical Skills:
Must have: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM software.
Strongly preferred: Experience with Google Workspace.
Beneficial: Hands-on experience with service management software or ERP systems indicative of a solid understanding of service operations.
Desirable: Basic technical proficiency and an understanding of equipment and tools relevant to photo/video lighting. Industry-Specific Experience:
A strong emphasis will be placed on candidates with continuous experience in roles that interface directly with technical service operations, particularly those related to photo and video lighting equipment, in companies recognized for their standards and practices aligned with Western business operations.
Character Traits & Competencies:
Strong Organisational Skills: Ability to manage multiple tasks, prioritise workloads, and ensure all deadlines are met.
Attention to Detail: Ensures accuracy in documentation, order processing, and communication with customers.
Excellent Communication Skills: Both written and verbal, with a customer-centric approach. Capable of explaining technical information in a clear and concise manner. Highly articulate English
Problem-Solving: Able to think critically and resolve issues efficiently. Anticipates challenges and proposes proactive solutions.
Team Player: Works well within a team, offering support to colleagues and fostering a positive work environment.
Time Management: Capable of managing time effectively to handle customer queries and service coordination without delays.
Adaptability: Flexible in a dynamic environment, able to adjust to changes in processes, systems, or customer needs.
Professionalism: Displays a courteous, friendly demeanour while maintaining professionalism with customers and team members.
Technical Mindset: Ability to comprehend complex problems and explain them in an accessible manner.

Additional Requirements:
Ability to work independently and as part of a team.
Comfortable with occasional multitasking in a high-pressure environment.
Availability to work full-time hours, with occasional extended hours as needed.

Benefits:
Competitive salary based on experience.
Opportunities for professional growth and development.
Supportive team culture with regular team-building activities.