This job role is objective based, meaning that most activities can be performed and completed within a flexible timeframe suitable to the administrator's own personal schedule. Some aspects as described are location independent, requiring only internet and telephone access.
The objectives as set-out are intended to be manageable based on an approximate time committement of 40 hours per month, though being objective driven may be more or less depending on the efficiency of the adminstrator in acheiving stated targets and on the activities occuring at any given time.
Details of the job role, objectives, summary of tasks, targets, estimated workload, and record keeping requirements are detailed below.
Customer Service
Objective: Answering main company telephone line to ensure existing and potential clients receive a professional, intelligent, and courtious response to their enquiries and requests.
Tasks
- Answering telephone and responding to enquiries by providing general service information
- Responding to email enquiries by providing general service information
- Taking and forwarding messages for follow-up when necessary
Targets:
- Provide phone coverage Sunday through Thursday, 9am to 8pm.
- Answer all calls within 5 rings.
- No more than 4 missed calls per month; all missed calls should be called back asap.
Expected Workload: Their are currently less than 5 calls received per month on the main company telephone line. This is expected to increase in the coming months as awareness of the company increases.
Records: All communications (incoming and outgoing) shall be recorded in the Communications Log.
Local Deliveries and Collections
Objective: To make, or to arrange for, deliveries and collections within the local area (UAE) within an acceptable timeframe.
Tasks
- Prioritise and plan to ensure timely deliveries/collections as required.
- Update management with regard to delivery/collection status.
- Make deliveries and collections by use of own transport as required.
- Make alternative arrangements for deliveries/collection of the same in the event of being unable to attend personally.
Targets:
- Unspecified delivery/collection times should be completed within one week.
- All time/date specific deliveries/collections to be completed within the stated time objective.
Expected Workload: Travel to countries requiring a visa occur rarely but those that do include the Saudi visa agency and the Iranian embassy for passport submissions and collection (others a possibility). Occasional visits to the British Embassy may be necessary. The company is registered in Ras Al Khaimah and there may be occassions when vists are required to submit and collect documentation. There is one regular client located in Dubai that requires their invoice, expenses, and other documentation to be delivered to their office on a monthly basis. Other activities may include bank visits, cheque collections, and other miscelanous deliveries/collections as required, though these visits occur only occassionaly.
Records: Details regarding all deliveries and collections shall be recorded in the Deliveries & Collections Log.
Coordination Activities
Objective: To ensure that client related activities are effectively coordinated, organised and managed.
Tasks
- Travel arrangements and bookings (incl. hotels, flights, gen. transport arrangements, etc).
- Client follow-ups with regards to job arrangements and logistics.
- Client communications where required.
- Diary management
Targets:
- Provide accurate and timely information on arrangements and plan changes.
- Keep diary current to within one day
Expected Workload: The need to communicate directly with the client to ensure appropraite arrangements occurs on a regular basis with regional travel for auditing and training occuring regularly. Most client communications are conducted by email. Arrangement of travel and hotel bookings at this time is rare.
Records: Emails, diary, Communications Log (telephone calls), faxes, and other supporting documentation.
Information Monitoring and Updates
Objective: To monitor security and safety information relating to relevent destinations and locations of interest. To maintain and update company information sites, tools, and assessments.
Tasks
- Monitor local, regional, and international open-sources for relevent security and safety information.
- Assess and categories information for company needs.
- Maintain and update website and other assessment data.
- Report any key or urgent points of interest.
Targets:
- Media sources monitored daily
- Website updated at least twice per week
- Information which may have an impact on job schedule reported immediately
Expected Workload: Monitoring (reviewing local media, scanning international articles, observing tv reporting, and collecting information via word-of-mouth) may comprise between approximately 15 minutes to 1 hour per day. Updating the website may take between 30 minutes to 1 hour, though updates are not necessary on a daily basis, depending on media reporting. Local issues are of more importance, though regional and area specific are particularly relevent when planning to travel to those locations.
Records: Opensource Information Review Log.