Administration & Customer Service VA – Australian Plumbing Business

We are an established Australian plumbing and pipe-relining business seeking a reliable, proactive Virtual Assistant to support our daily operations, customer service and marketing administration.

Excellent spoken English, strong problem-solving skills and the ability to work independently are essential. You will speak with Australian customers, suppliers, building managers and our plumbing team every day.

Who we are looking for

We need someone who can take ownership of a task from start to finish. When given a broad objective, you should be able to identify the steps, find the information you need, resolve routine problems and complete the work without constant supervision.

You must also know when to ask a focused question or escalate an issue rather than guess. We provide training on our systems and procedures, but we expect initiative, sound judgement and follow-through.

Your responsibilities

• Answer inbound calls professionally, capture accurate information and arrange the next action.
• Monitor shared email inboxes, prioritise urgent requests and create work orders in Simpro.
• Enter purchase orders and supplier invoices against the correct jobs.
• Follow up suppliers, track deliveries and update parts status.
• Reconcile the previous day’s schedule using vehicle-tracker records, checking discrepancies with the team.
• Confirm customer bookings, site access, parking and contact details.
• Check completed jobs for missing notes, photos and documents, and prepare them for invoicing.
• Keep customer records and recurring maintenance dates up to date.
• Monitor customer messages in LANA and ensure enquiries are followed through.
• Help our General Manager, Nadine, prepare and load approved newsletters, campaigns and social media content into LANA.
• Assist with other administration tasks and document recurring processes.

Essential skills and qualities

• Excellent spoken English: clear, confident and easy to understand over the phone, with strong listening skills.
• Excellent written English and professional email communication.
• Strong problem-solving ability: investigate issues, consider solutions and recommend a practical next step.
• Independent task completion: turn a broad instruction into a completed, accurate result.
• Strong attention to detail, organisation and ability to manage competing priorities.
• Confidence learning software and working across multiple systems.
• Reliability, accountability and a willingness to follow up until an issue is resolved.
• Previous experience in administration, customer service or a similar VA role.

Experience with Simpro, LANA CRM, Australian trade businesses or job scheduling will be highly regarded. Please explain your relevant experience in your application.

Working arrangements

• Remote position for a Philippines-based VA.
• Availability during Australian business hours.
• Agreed working hours will follow Sydney time, including daylight-saving changes.
• You must have a quiet, professional workspace with no disruptive background noise during calls.
• Reliable internet, a quality headset, backup internet and backup power are required.
• Please include your expected hourly rate in USD and your availability.

How to apply

Use the subject line “Proactive VA – [Your Name]” and include:

• Your résumé and a brief summary of your relevant experience.
• A 60 second voice recording introducing yourself and explaining your customer-service experience.
• One real example of a broad task you completed independently. Explain the objective, how you worked out what to do, the problems you solved and the result.
• A short response to this scenario:

“A customer calls asking when their plumber will arrive. The schedule is unclear, the plumber is not answering, and the original booking email contains incomplete information. What would you do?”

• The systems you have used, your expected USD hourly rate, earliest start date and available working hours in Sydney time.
• Details of your workspace, internet connection and power/internet backup arrangements.

We are looking for someone who communicates clearly, thinks ahead and takes ownership of getting the job done.