Virtual Assistant (Bookkeeper/Customer Service Lead)

Position Summary

The Bookkeeper / Customer Service Lead is a key operational role responsible for overseeing the full customer lifecycle, from onboarding through to lease completion and cabin collection.

This position operates at the core of the business, ensuring accurate financial management, effective customer communication, disciplined process execution, and strong data integrity across CRM and accounting systems.

This is a long-term opportunity suited for a professional who is committed to growth, stability, and continuous operational improvement.

Key Responsibilities

1. Customer Lifecycle Management

• Manage customer onboarding and account setup processes.

• Oversee documentation flow, including contracts, WINZ paperwork, bonds, and redirection forms.

• Maintain ongoing account management throughout the lease term.

• Coordinate the off-hire process and cabin collection upon lease completion.

2. Bookkeeping and Financial Management

• Monitor and reconcile weekly customer payments.

• Maintain accurate financial records within Xero.

• Monitor arrears and proactively manage collections.

• Ensure customer accounts remain current and properly maintained.

3. CRM and Systems Management

• Maintain CRM data integrity and ensure workflow accuracy.

• Ensure all customer records are complete, compliant, and up to date.

• Identify process gaps and recommend operational improvements.

• Provide reporting support and system insights to management.

4. Customer Service Leadership

• Communicate professionally and confidently with customers.

• Provide clear guidance regarding payments, documentation, and account requirements.

• Maintain firm yet respectful communication when managing arrears.

• Deliver a structured and seamless customer experience from onboarding to completion.

Required Skills and Experience

• Proven experience in bookkeeping.

• Strong working knowledge of Xero accounting software.

• Experience managing customer accounts and payment flows.

• High attention to detail with strong process discipline.

• Ability to manage CRM systems and maintain accurate data.

• Strong written and verbal communication skills.

• Demonstrated ability to identify inefficiencies and recommend practical improvements.

Desirable Experience

• Previous experience working with New Zealand or Australian clients.

• Understanding of local compliance requirements, rental agreements, or government payment processes.

Personal Attributes

• Clear and progressive thinker.

• Highly organised and structured.

• Commercially aware.

• Self-managing and accountable.

• Committed to long-term growth and stability.

Key Performance Indicators

• Accurate and up-to-date CRM records.

• Timely reconciliations within Xero.

• Controlled arrears and effective debtor management.

• Efficient documentation processing.

• Smooth and structured onboarding and offboarding processes.