THIS EMPLOYMENT CONTRACT (this Agreement) dated on the signed date below BETWEEN:
RefreshCo LLC (the “Employer”)
AND
name signed below (the “Employee”)
BACKGROUND:
A. The Employer is of the opinion that the Employee has the necessary qualifications, experience and abilities to assist and benefit the Employer in its business.
B. The Employer desires to employ the Employee and the Employee has agreed to accept and enter such employment upon the terms and conditions set out in this agreement
IN CONSIDERATION OF the matters described above and of the mutual benefits and obligations set forth in this Agreement, the receipt and sufficiency of which consideration is hereby acknowledged, the parties to this Agreement agree as follows:
Basic job information and scope of work.
1. Customer support is the first priority. Answering phone calls & emails as they arrive is critical. If you are unable to answer or reply within a reasonable timeframe, notify the owner immediately for assistance. Bookings are time critical & must be answered first.
2. Deliver the best service possible. All client interactions, both verbal & digital, should always be conducted in a friendly, supportive & thankful manner.
3. Problem solving is (almost always) secondary. Any minor issue that can be resolved immediately, e.g. rescheduling a cleaning for a customer, are to be addressed when no other higher-priority task is available. Major issues outside of the scope of normal problems should always be made available to the owner immediately, and before action is taken. An example of a major issue, an accusation of theft, or a breakage. If you are unable to decide the importance of a situation/issue please reach out to the owner/management.
4. Deliver the best service possible. When handling a resolvable issue (e.g. a missed area of the house wasn’t cleaned), do not blame the client or the cleaner, but rather personally own the situation, even when you are not directly at fault. Do your best to assure the customer that you personally will resolve their problem for them as quickly as possible. However, don’t make promises that can’t be confidently delivered. E.g. agreeing to a refund before consulting the owner is not permitted unless agreed beforehand. This extends to more serious matters, where it is important to not admit fault on behalf of the company. This differs from maintaining personal ownership of small, easily solved problems as a customer support officer—and the distinction is important.
5. Job allocations & follow-ups are continuous tasks. If the end of a day or shift is approaching, and there are still jobs to be confirmed, or followed up, make a priority note of this. If it is time-critical, notify the owner before the end. Daily Tasks To ensure the support of both employees and customers alike by managing job allocations and maintaining customer support standards. Answering phone calls and support emails, and scheduling.
Confidentiality
Employee acknowledges that he or she may receive or have access to confidential information to RefreshCo LLC such as customer lists, strategy, processes, marketing strategies, pending projects/proposals, and other proprietary information. Employee agrees to protect the confidentiality and not disclose any of RefreshCo’s proprietary information and all physical forms thereof, whether disclosed to Virtual Assistant before this Agreement is signed or afterward.
Daily Tasks
1. Manage customer support emails and calls on a continuous basis. Answer the phone as calls arrive, and handle the support issue, or help the customer with the booking. Respond to all inbound emails from potential or existing clients in a timely fashion, with urgency. Reply to online quotes that come from: Yelp, Thumbtack, RefreshCo Website, Facebook, Online Chat, Google Local with urgency. (we have to respond to all messages within 5 minutes every time).
2. Assign jobs to a specific team when accepted, based on their availability. Check with teams via slack or text before assigning the jobs. Ensure the job has the full details on the booking, clearly outlining the time, date, location, address, access instructions, name, and services required. If not, reach out to the customer to gather the information needed.
3. Maintain an up-to-date cleaning schedule for all bookings. Ensure that all bookings are first confirmed, and then enter into a calendar with the time, date, address, and allocated team all noted. Reschedule any jobs that are canceled by a client immediately.
4. Follow up customer bookings to ensure customer satisfaction and cleaners performance. Call or email the customer 3-24 hours after the scheduled time to confirm the job was completed, and to the customer’s satisfaction. Resolve any issue no matter how minor.
5. Follow up and Upsell - On follow up call ask the client if they would like to pre schedule their next booking. Mention the discount for recurring bookings in aim of turning one-time customers into recurring clients. Thank each customer personally and with sincerity for booking with us.
6. As well as anything under the office admin daily activities.
The tasks are a living document. So the tasks mentioned here can be disregarded or new tasks added on at any moment that are still in the scope for office admin.
Employment Details
1. Working week starts on Monday.
2. Attendance will be computed on a weekly basis.
3 Any absence or late logins due to illness, injury or any other reason, and the expected duration of leave must be personally reported as soon as possible.
4. Subsequent to this, you must keep us informed of your progress.
Leaves
Vacation leave policy
All planned leave has to be mutually agreed, and take into account workloads and the employee’s needs. Leave must be approved in advance (at least 1 week), except when the employee can’t anticipate the absence.
Personal (sick) leave policy
An employee should notify us as soon as possible if they are unable to attend work due to illness or injury. We may request evidence such as a medical certificate showing that the employee was entitled to take personal leave during the relevant period.
Incentives and employee recognition
1. Perfect Attendance – The Employer provides an incentive scheme to employees who report to work regularly.
2. Productivity Incentive – Employees will receive productivity incentive according to the set of guidelines provided by the employer. But it is still the employer’s decision whether to grant productivity incentives or not.
3. Pay Increase – Every employee will be evaluated based on their total work performance and attendance. If the performance is poor, the employer has the right not to give an increase.
The employee hereby acknowledges and confirms that they have read this entire contract and understand all the terms and conditions thereof and agree to be bound by the same.