Base Zero EARS Instructions
- August 6, 2024
- BASE ZERO
Table of Contents
Base Zero EARS
Product Information
Specifications
- Product Name: Base Zero Manual
- Role: Client Support Specialist
- Team: Base Zero ‘EARS’ – Event Acquisition & Retention Specialists
- Skills Required: Communication, attention to detail, organizational skills, proficiency in Gmail and Microsoft Excel
Product Usage Instructions
Working Days
Your weekly roster may include an additional day for flexibility around
commitments. Standard work times may vary, and during school holidays, contact
with some clients may be limited.
Key Tasks
Your key tasks will involve providing client support, handling inquiries, and
office responsibilities as part of the Client Support Specialist role within
the Base Zero team.
Key Performance Indicators
Your performance will be measured based on specific indicators outlined in the
Client Support Specialist document.
FAQ
Q: What if I do not have experience with Gmail and Microsoft Excel?
A: While familiarity with Gmail and Excel is preferred, training or on-the-job
learning opportunities may be provided to help you develop these skills.
CLIENT SUPPORT SPECIALIST
ROLE DESCRIPTION:
- You are an important part of the Base Zero ‘EARS’ team – Event Acquisition & Retention Specialists.
- Your primary role will be to assist in phone-based customer support & office duties.
- These duties require excellent personal communication, attention to detail, organisational skills, and the ability to effectively listen to client’s needs.
- A basic understanding of Gmail and Microsoft Excel would be preferable.
Once you’re ready to grow, and your understanding of the business is sufficient, your role will expand to develop your verbal and written communication skills into new areas within the business, including Social Media marketing.
WORKING DAYS
- Weekly roster has been expanded to incorporate an additional day.
- Flexibility around current commitments can be agreed upon.
- Standard times of work may include the following:
During NSW Daylight Savings
- After school holidays, for 4 weeks: 3 Days 7:30am – 1pm
- Remaining weeks of school term: 3 days 9am – 2:30pm
- During QLD School Holidays: 2 days 9am – 2:30 (or take time off)
Outside of NSW Daylight Savings
- After school holidays, for 4 weeks: 3 days/week 8:30am – 2pm
- Remaining weeks of school term: 3 days/ week 9am – 2:30pm
- During QLD School Holidays: 2 days/ week 9am – 2:30 (or take time off)
- During school holidays, 50% of our clients cannot be contacted due to schools / P&C parents and church organisations being out of the office.
KEY TASKS:
- Following up on previous customer enquiries, to build customer relationships.
- Recording all new contact and event info.
- Generating and reviewing client enquiry spreadsheets.
- Sourcing new events, through target marketing.
- Answering phones and responding to emails as required.
- Send General emails to customers as required.
- Database administration – checking/ adding all entries.
KEY PERFORMANCE INDICATORS
- Follow up all clients in Proposals Sent folders for Bris and Syd each week.
- Follow up all pencilled in events up to 6 months ahead from current month. Contact on alternate days, Sydney 1st day, Brisbane 2nd Day.
- Proposals monthly average 55.
- Reservations monthly average 8.
SECTION 6. HR DOCUMENT 6.1.8 CLIENT SUPPORT SPECIALIST
© MOBILE ROCK CLIMBING AUSTRALIA PTY LTD 2024 ALL RIGHTS RESERVED