Administrative Assistant

Description

Job Summary: Provide administrative support for Salvatore Pet, ensuring organization, efficiency, and excellence in communication with pet guardians during sensitive moments. Key Highlights: 1. Excellence in service and communication with pet guardians during sensitive moments 2. Strict process organization and timely system ticket updates 3. Empathy, sensitivity, and professional demeanor in administrative support **Role Objective** Provide administrative support for Salvatore Pet, ensuring **organization, efficiency, and excellence in communication with pet guardians**, from the first contact through service completion (appointments, pet reception, preservation, cremation, and general guidance). The role requires sensitivity, clarity, and a professional demeanor during emotionally delicate situations. **Ensure excellence in service to pet guardians**, strict process organization, and continuous updating of **system tickets**, guaranteeing that each service is performed with care, precision, and respect. **Desired Behavioral Profile** * Organization and attention to detail * Proactivity and initiative in daily tasks * Strong verbal and written communication skills * Empathy and sensitivity when interacting with pet guardians during delicate moments * Professional and welcoming demeanor * Responsibility and sense of priority * Ability to work under pressure while maintaining composure * Proficiency in following protocols and SOPs * Clear, welcoming, and professional communication * Ability to explain technical processes in an accessible and gentle manner * Emotional balance during sensitive conversations * Organization and responsibility in meeting deadlines (e.g., responding within 72 hours) * Calm and patient demeanor, even with anxious customers * Strong writing skills, producing standardized and accurate messages * Proactivity in flagging potential issues before they escalate into complaints * Discretion and respect for customer information **Core Responsibilities** * Deliver compassionate service to pet guardians via platform (Suri), WhatsApp, phone, and in-person, adhering to the brand’s welcoming standards. * Manage scheduling, confirmations, and internal tracking, maintaining clear and up-to-date records. * Guide pet guardians through the full process, including: pet arrival, preservation, timelines, cremation, and item retrieval. * Address inquiries with empathy, using simple, sensitive, and respectful language. * Maintain active follow-up with customers within established timeframes. * Draft written messages with clarity, organization, and appropriate emotional tone. * Record information in the system, ensure traceability, and update supervision as needed. * Coordinate with internal operations teams to align schedules, procedures, and pending items. * Strict process organization and continuous updating of **system tickets.**