Customer Support & Administration Virtual Assistant - AU Client

Full-Time | Remote | Philippines-Based

We are looking for a Customer Support & Administration Virtual Assistant to join a growing Australian solar and battery business servicing residential and commercial customers.

This role is primarily focused on customer communication, incoming leads, HubSpot CRM management, appointment administration, quote follow-ups and job administration.

The successful candidate will play an important role in ensuring customer enquiries are responded to promptly, information is accurately recorded and leads and follow-ups are properly managed.

This is not a dedicated cold-calling or sales role. Strong administration, customer service, CRM and follow-up skills are the priority.

About the Role

You will support the business throughout the customer journey — from receiving an initial enquiry through to appointment booking, quote follow-up and post-job administration.

You will work closely with the business owners and help keep customer information, leads, appointments and follow-ups organised.

The role will also include a small amount of commercial lead generation when capacity allows.

Key Responsibilities

1. Incoming Leads & Customer Support

• Answer incoming customer calls and enquiries during business hours.
• Respond to leads generated through Facebook advertising and other channels.
• Collect and accurately record customer information.
• Enter lead and customer details into HubSpot.
• Understand customer requirements and ensure relevant information is captured.
• Maintain a professional, friendly and confident phone manner.
• Respond promptly to customer enquiries and follow-ups.

2. HubSpot CRM Management

• Maintain accurate and up-to-date customer and job information in HubSpot.
• Complete regular CRM data entry and updates.
• Manage leads and follow-up activities.
• Monitor outstanding actions and customer communications.
• Keep track of quotes, enquiries and opportunities.
• Ensure customer information and communication history are properly documented.

3. Appointment & Job Administration

• Assist with scheduling customer appointments.
• Book confirmed appointments and jobs into Outlook.
• Maintain accurate appointment information.
• Assist with job-related paperwork and administration.
• Ensure relevant information is available for upcoming jobs.

4. Quote Follow-Up

• Monitor outstanding customer quotes.
• Follow up customers regarding pending quotes.
• Respond professionally to customer questions or requests.
• Record follow-up activities and outcomes in HubSpot.
• Maintain an organised follow-up process to ensure opportunities are not missed.
• Escalate relevant customer questions or issues to the business owners.

5. Post-Job Administration

• Complete administration following completed jobs.
• Upload job photos and relevant documentation into HubSpot and the appropriate server location.
• Save safety certificates and other job-related documents.
• Ensure records are complete and properly organised.
• Assist with other post-job administration as required.

6. Customer Reviews & Email Marketing

• Follow up with customers after completed jobs to request a Google review.
• Maintain a simple and consistent review follow-up process.
• Assist with occasional email newsletters, approximately 1–2 times per quarter.
• No graphic design experience is required for this role.

7. Commercial Lead Generation

This represents approximately 5% of the role and is a lower-priority responsibility when capacity allows.

• Research potential commercial prospects using Google Maps.
• Identify businesses that may be suitable prospects.
• Send introductory emails to potential commercial customers.
• Follow up prospective customers by phone where appropriate.
• Offer a free assessment based on their electricity bill.
• Record relevant prospect information and follow-up activity.

Important: We are not looking for a dedicated cold caller or appointment setter. The primary focus of this role is administration, customer communication, CRM management and follow-up.

Essential Criteria

• Strong and professional phone manner.
• Comfortable answering incoming customer calls.
• Excellent customer service and communication skills.
• Strong attention to detail when taking and recording customer information.
• Highly organised and able to manage multiple leads and follow-ups.
• Strong follow-up and task management skills.
• Confident using CRM systems and maintaining accurate customer records.
• Comfortable following up customers regarding outstanding quotes.
• Responsive and reliable during business hours.
• Strong written English.
• Able to work independently and prioritise competing tasks.
• Confident communicating with Australian customers and businesses.

Desirable Criteria

• Experience using HubSpot or another CRM.
• Experience supporting an Australian business.
• Experience in the solar industry.
• Experience in the electrical, construction, trades or service industries.
• Experience with customer enquiries, quoting or appointment scheduling.
• Experience working with Australian residential or commercial customers.

Solar or electrical experience is preferred but not essential.

If you have strong administration, CRM, customer service and follow-up experience, we encourage you to apply even if you have not previously worked in the solar industry.

Software & Systems

HubSpot

Primary CRM used for:

• Lead management
• Customer information
• Follow-ups
• Job information
• Communication records
• Job photos and documentation

Outlook

Used for:

• Appointment scheduling
• Job bookings
• Calendar management

Xero

Currently used by the business, although VA involvement will be minimal.

Pylon

Used for solar panel layouts, roof designs and quotations. Previous experience is not required.

Excel

Used by the business for quoting and other information management.

Training will be provided on business-specific systems and processes where required.

The Ideal Candidate

The ideal candidate is:

• Professional – confident and friendly when speaking with customers.
• Responsive – follows up promptly and does not allow enquiries to go unanswered.
• Organised – keeps CRM records, appointments and follow-ups up to date.
• Detail-oriented – accurately captures information from customer conversations.
• Proactive – checks outstanding tasks and follows through without constant reminders.
• Customer-focused – communicates clearly and professionally.
• Tech-savvy – comfortable learning and working with CRM and business systems.
• Reliable – can consistently manage incoming enquiries and ongoing follow-ups.

You don't need to be a solar expert. We are looking for someone who can manage customers, information and follow-ups effectively and is willing to learn the solar and battery industry.