SOP: Virtual Assistant (VA)

Objective: Provide comprehensive administrative support, manage client communications, and efficiently handle multiple business tasks while maintaining high levels of productivity and client satisfaction.

Core Responsibilities:

• Manage up to 4 simultaneous client chat interactions
• Handle diverse business needs and client requests
• Maintain accurate and timely documentation of all client interactions
• Efficiently track and log tasks in the Professional Services Automation (PSA) system
• Demonstrate exceptional time management and multitasking capabilities

Communication Management:

• Respond to client chats promptly and professionally
• Maintain a response time of maximum 15 minutes during business hours
• Use standardized communication templates while personalizing interactions
• Escalate complex issues to appropriate team members
• Ensure clear, concise, and helpful communication across all channels

PSA System Management:

• Mandatory daily check of PSA system
• Create detailed tasks for all client interactions and internal assignments
• Start and finalize timers for each task accurately
• Timer Guidelines:
  • Initiate timer immediately when beginning work on a task
  • Finalize timer upon task completion
  • If timer is not started or finalized on time, use timer editing functionality
  • Provide accurate time tracking to support billing and productivity metrics

Task Management Workflow:

1. Receive client request or internal assignment
2. Create corresponding task in PSA system
3. Start task timer immediately
4. Complete task with detailed notes
5. Finalize task timer
6. Update task status
7. Log any follow-up actions required

Daily Task Checklist:

• Morning Routine (First 30 minutes):
  • Review PSA system
  • Check assigned chats and emails
  • Prioritize tasks
  • Update personal task list
• Hourly Responsibilities:
  • Monitor client chats
  • Update task statuses
  • Respond to time-sensitive requests
• End of Day Routine:
  • Finalize all pending tasks
  • Update PSA system
  • Prepare task report for supervisor
  • Close all open communication channels

Performance Expectations:

• Maintain a minimum of 90% task completion rate
• Achieve customer satisfaction score of 4.5/5 or higher
• Demonstrate proficiency in multitasking
• Show consistent accuracy in time tracking
• Maintain professional demeanor in all interactions

Technical Competencies:

• Proficient in PSA software
• Advanced skills in communication platforms
• Familiarity with customer relationship management (CRM) tools
• Basic troubleshooting skills
• Ability to learn and adapt to new software quickly

Communication Guidelines:

• Use clear, professional language
• Follow company communication templates
• Maintain confidentiality of client information
• Escalate complex issues promptly
• Practice active listening and empathy

Time Management Strategies:

• Use Pomodoro Technique for focused work
• Prioritize tasks using Eisenhower Matrix
• Allocate specific time blocks for different types of tasks
• Use time-tracking tools for personal productivity
• Take short breaks to maintain mental freshness

Reporting and Accountability:

• Provide daily summary report to direct supervisor
• Participate in weekly performance review meetings
• Submit detailed time logs and task completion reports
• Be open to feedback and continuous improvement

Professional Development:

• Attend monthly training sessions
• Stay updated on company tools and processes
• Develop skills in customer service and communication
• Learn about industry best practices
• Participate in knowledge-sharing sessions

Escalation Protocol:

1. Attempt to resolve client issue independently
2. If unresolvable, escalate to immediate supervisor
3. Provide comprehensive context and previous resolution attempts
4. Follow up to ensure issue resolution

Compliance and Ethics:

• Adhere to company confidentiality policies
• Maintain professional conduct at all times
• Protect client and company data
• Report any potential security or ethical concerns

Reporting To: Operations Manager or Team Lead
Direct Interactions: Sales Team, Client Services Department

Key Performance Indicators (KPIs):

• Client satisfaction rating
• Task completion rate
• Average response time
• Accurate time tracking
• Number of successful issue resolutions
• Multitasking efficiency

Equipment and Tools Required:

• High-speed internet connection
• Reliable computer/laptop
• Noise-canceling headset
• Access to PSA and communication platforms
• Backup communication devices