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Administrative Assistant

Aston Carter

Posted Monday, May 15, 2023

Posting ID: JP-003778483

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Aiea, HI
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We are seeking an Administrative Professional with proven experience with working in a high volume call environment, working with technical computer softwares.

This is an on-site position based out of Pearl City, with parking provided.

Schedule: Monday-Friday for now, will transition into a 7 day/week operation within the year. Weekend availability is highly preferred.

  • Undertake customer service activities under the direction of the Manager
  • Review Customer Service documents as needed, ensuring internal procedures are aligned with daily practices. Additionally, suggest areas for improvement when needed.
  • Knowledge of CRM applications 
  • Assist in defining and recording internal and external passenger KPIs to develop customer service improvement plans.
  • Daily follow-ups on open action items
  • Become closely acquainted with the back-end of the CRM application. Exhibit proficiency in the software via workflow understanding.
  • Ensure effective collection of customer feedback in accordance with the relevant Work Instructions.
  • Work with internal HRH Departments to promptly prepare and respond to customer feedback.
  • Manage incoming calls and feedback submissions, prioritizing according to urgency and sequence.
  • Under the direction of the CSIM, work with O&M and the client:
  • Conduct target passenger surveys. Based on feedback and survey data, assist in developing and improving customer service and delivery strategies by recommending process improvements.
  • Assist in the development of knowledge-based reference guides, FAQs, and how-to guides to address feedback and direct troubleshooting.

Desired Skills/ Knowledge

  • Strong interpersonal skills, independence, and ability to manage priorities;
  • Skilled in interacting with community complaints
  • Excellent communication skills and a strong, self-motivated, work ethic
  • Required Skills/ Knowledge:
  • Ability to meet deadlines and work under pressure
  • Excellent organizational and time management skills and the ability to work on multiple demands simultaneously.
  • A degree in communications, business administration, or a related field.
  • Minimum five (5) years of experience in B2C customer service

Contact Information

Recruiter: Emma Stowers

Phone: +18085289165


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