General Virtual Assistant; Familiar with Pet Manager CRM

General Virtual Assistant (Familiar with Pet Manager CRM)

The General Virtual Assistant (GVA) will support daily client communications, booking coordination, and administrative tasks for a pet accommodation business. This role requires excellent written communication, strong attention to detail, and the ability to manage enquiries efficiently using the company’s CRM (Pet Manager). The GVA will act as the first point of contact for clients, ensuring timely, accurate, and professional responses aligned with the information available on the company website and internal policies.

• Full-time
• AEST (Australian Eastern Standard Time)

• Client Communication – Email Management
  • Respond to and manage incoming client emails, including providing information on availability, pricing, and accommodation styles.
  • Answer frequently asked questions using information from the website and internal guidelines.
  • Chase outstanding payments and send reminders.
  • Enforce late fees in accordance with company policy.
  • Coordinate and confirm arrival and departure schedules.
  • Communicate and uphold terms and conditions, including the cancellation policy.
• Client Communication – SMS & Text Support
  • Handle text-based enquiries with professionalism and clarity.
  • Send auto‑replies for after‑hours messages.
  • Answer basic questions for new enquiries.
  • Confirm availability for existing clients.
  • Redirect requests for specific cat updates to Amy as required.
• CRM Management – Pet Manager
  • Use the Pet Manager CRM to support booking and client management tasks.
  • Check availability and provide on-the-spot quotes for email and text enquiries.
  • Enter manual bookings for clients who cannot use the CRM.
  • Update or modify booking dates upon request.
  • Adjust and reissue invoices as needed.
  • Review vaccination certificates for validity before approval.
  • Upload vaccination certificates to client profiles when received via email or text.

• 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 (Pet Manager experience is an advantage).
• Ability to multitask and manage time effectively.
• Customer service–oriented mindset.
• Reliable, responsive, and able to manage time‑sensitive enquiries.
• Comfortable working independently with minimal supervision.
• Ability to maintain confidentiality and handle client information responsibly.
• Consistent adherence to company policies, procedures, and communication standards.