Job Description
As a pivotal member of The Crate team, our Virtual Admin and Client Specialist provides front-line client support and administrative coverage for both Auckland and Hamilton. This role ensures phone and inbox enquiries are answered quickly and warmly, meeting room bookings are managed end-to-end, and our internal systems intranet hosted on 1Brain stays current, clear, and signed off. You underpin the team’s success through attention to detail, initiative, and confident prioritisation without direct oversight.
Job Title
-
Virtual Admin and Client Specialist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Professional Experience:
• Customer Support: Proven experience in front-line client service and handling high-volume phone/inbox enquiries.
• Administrative Support: Strong background in general admin, including meeting room management and billing.
• Sales Coordination: Experience managing leads within a CRM and creating client proposals. - Technical Skills:
• Software Proficiency: Hands-on expertise in Zoho CRM, Office R&D, and Bria phone systems.
• Digital Content: Ability to use Canva, Proposify, and update intranet systems like 1Brain.
• Task Management: Skilled in using ClickUp or similar platforms for efficient workflow.
Job Responsibilities
- Client enquiries and phone support:
● Answer phone lines for Auckland and Hamilton using Bria within three rings.
● Handle the majority of enquiries related to meeting rooms, around 80% of total calls.
● Answer basic enquiries directly, including hours of operation, location details, parking, meeting room availability and pricing.
● When you cannot answer immediately, gather the right details, come back to the client with correct information, or connect them with the right team member.
● Log every call and outcome in Zoho CRM. - Meeting room management:
● Monitor and manage the [email protected] inbox, with meeting room & billing queries as the main focus.
● Respond promptly and professionally to all meeting room enquiries.
● Create basic meeting room bookings in Office R&D.
● Confirm pricing and send pricing as requested.
● Send invoices and take payment details in line with the internal process.
● Offer add-ons and upsells where relevant, including catering options, parking information, and rebooking opportunities for repeat clients.
● Escalate non-standard requirements to the New Zealand team when needed. - Sales support:
● Promptly enter new leads into the CRM system.
● Efficiently create and design client proposals.
● Actively assist with follow-ups to ensure lead conversion.
● Maintain and update the CRM and Proposify to ensure smooth sales operations.
● Assist with follow-up by email and text. - Internal systems and intranet management:
● Be the primary owner of The Crate’s 1Brain intranet upkeep, working in partnership
with the New Zealand team.
● Create new systems and process pages in line with The Crate standards.
● Edit and improve existing systems for clarity, accuracy, and ease of use.
● Create and update screenshots and supporting visuals.
● Follow through with the right stakeholders to obtain approval and sign-off.
● Keep systems current as tools, workflows, or site operations change. - Internal communications:
● Manage and execute email campaigns to ensure timely communication.
● Oversee the creation of clipboards for internal use.
● Administer The Crate App and manage the membership Facebook pages to strengthen member engagement. - Client onboarding and outboarding:
● Ensure a smooth client experience by following set protocols across all systems for onboarding and offboarding processes. - Support for The Gathering:
● Facilitate onboarding for new clients, ensuring they feel welcomed and informed.
● Manage and distribute name tags, RSVP and apologies for events.
● Update and distribute directories.
● Assist in the upkeep of the online member portals. - General administrative support:
These tasks are less often, generally once a month, once a week, or ad hoc.
• Prepare and present monthly reports for insights and decision-making.
• Assist in setting agendas for team meetings, ensuring a structured approach.
• Oversee office supplies, ensuring timely ordering and replenishment.
• Manage Drinks and Coffee billing for both Auckland and Hamilton operations.
• Calendar management for efficient scheduling.
• Oversee courier services, ensuring timely deliveries and pickups.
● Digital mastery and software proficiency:
• Maintain in-depth knowledge and hands-on expertise in key software platforms used by The Crate, including Zoho CRM, Zoho Campaigns, Office RND, Greetly, Bria phone system, 1Brain intranet, Clicksend, ClickUp, Proposify, Screencloud, Canva, printer drivers, NE Ware and Blue Eye.
• Efficiently manage printer setups and oversee online ordering processes, ensuring smooth operations and effective problem-solving across all digital interfaces.
Good luck and God Bless!