General Virtual Assistant (Familiar with Pet Manager CRM)

Key Responsibilities

• Client Communication – Email Management
  • Providing information on availability, pricing, and accommodation styles
  • Answering frequently asked questions using information from the website and internal guidelines
  • Chasing outstanding payments and sending reminders
  • Enforcing late fees in accordance with company policy
  • Coordinating and confirming arrival and departure schedules
  • Communicating and upholding terms and conditions, including the cancellation policy
• Client Communication – SMS & Text Support
  • Sending auto-replies for after-hours messages
  • Answering basic questions for new enquiries
  • Confirming availability for existing clients
  • Redirecting requests for specific cat updates to Amy as required
• CRM Management – PetManager
  • Checking availability and providing on-the-spot quotes for email and text enquiries
  • Entering manual bookings for clients who cannot use the CRM
  • Updating or modifying booking dates upon request
  • Adjusting and reissuing invoices as needed
  • Reviewing vaccination certificates for validity before approval
  • Uploading vaccination certificates to client profiles when received via email or text

Skills Required

• Strong written communication skills with a professional and friendly tone
• High attention to detail and accuracy
• Ability to follow established processes and enforce policies consistently
• Experience with CRM systems (PetManager experience is an advantage)
• Ability to multitask and manage time effectively
• Customer service–oriented mindset
• Reliable, responsive, and able to manage time-sensitive enquiries
• Able to maintain confidentiality and handle client information responsibly
• Consistent adherence to company policies, procedures, and communication standards