Administrative Assistant

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