HOW MUCH TIME WILL IT TAKE TO GET MY ACCOUNT ACTIVATED ?

As soon as you create your account in the My Account page and you sign up for any plan in the Plans & Pricing Page, your account will be activated, and your account manager will call you or send you an email to introduce himself and forward your details to our operations team, and you’ll be able to start delegating your work to us immediately.

DO YOU MONITOR MY VA? HOW CAN I KEEP TRACK OF THE HOURS AND TASKS MY VA WORKED FOR ME?

Yes we monitor your VA, and you can access the results, anytime you like. Using our Task Management Software, we keep track of each VA’s activity, by taking screenshots of his screen, at random times, as well as monitoring his mouse and keyboard activity. This way, we, as well as you, can be fully confident that not a single minute of your paid time is wasted. Our Task Management Software also allows you to keep track of the tasks you assign to your VA, the tasks he completes for you, your hours balance, your past projects, your shared files, and your feedback. When you sign up, we will send you your Task Management Portal credentials and you can login and have access to all the data we mentioned above, and monitor your virtual assistant yourself. Also, one of our account managers’ key roles is to monitor your VA’s activity and examine the quality of his work before it is submitted to you.

WILL YOU CHARGE ME FOR BREAKS, HOLIDAYS, AND LEAVES TAKEN BY MY VA?

Of course not! We will not charge you for a single minute if your VA didn’t work for you during this minute. We only charge for the time it took your VA to finish your work. We don’t charge you for any breaks, holidays or leaves taken by your VA.

ARE THERE ANY MONTHLY OR HIDDEN FEES? SHOULD I PAY ANYTHING IF MY VA IS STANDING BY TO SERVICE MY CLIENTS?

There are NO monthly or hidden fees, even if your VA is standing by to service your customers. Once you train your account manager and VA to handle work on your behalf in a certain way, with a specific set of instructions and a certain set of Script and Frequently Asked Questions, and you don’t receive any inquiries or work for a long time, you don’t pay anything. Plus, your instructions, script and frequently asked questions will remain memorized, and your VA will remain on standby, waiting for any inquiry sent by your customers, without you having to pay a single dollar. You will only pay for the time it took you to explain your instructions to our VA, for the time it took him to fully understand them and memorize them, and that’s it. You will no longer pay until we receive an inquiry from your customers, requiring work to be done, or until you send us any set of tasks to be handled. That’s when we will charge you for the time it took to complete these tasks. Can you think of a more cost-efficient way for you to receive professional help on demand?

HOW DO I CONVEY MY INSTRUCTIONS? AND HOW ARE THEY SAVED?

The whole purpose of our company, is to save you time, and allow you to focus on more important aspects in life than tedious work. The only way we can do that, is if we simplify every task or action required from your side. Therefore, we accept your instructions through any communication platform you prefer. Send us your instructions and tasks through a phone call, a Whatsapp Voice Note, an email, a skype video call, or an SMS, we don’t mind. Whichever makes your life easier, we’ll work with it.
As for saving your instructions, it is done in a word file, in the most concise and explicative way possible. You will also have access to this file, so that you modify or add to your instructions, whenever you have time to do so. This guarantees that, even if one of our account managers or VAs is not present for some reason when you require assistance, his replacement can quickly scroll through your instructions, memorize and implement them seamlessly, without ever delaying your work.

HOW CAN I CONTACT MY ACCOUNT MANAGER?

The purpose of providing you Virtual Assistance is to save you time. You can contact your account manager and assign tasks using any platform or in any way you like; Skype Calls, Video Calls, Team Viewer, Emails, Phone Calls, SMS, Whatsapp (Chat, Voice Notes, Images and Video), Viber, our Task Management Portal, or any other method you prefer.

CAN I GET A DEDICATED PHONE NUMBER FOR MY ACCOUNT MANAGER OR VA?

Of course you can, and we encourage you to do it. Either you buy the number, set it up and send it to us, or we can buy it and set it up for you, and charge you only the set up fees, taken by the phone company, without any other additional fee.

WHAT IF I TRAIN MY ACCOUNT MANAGER FOR SPECIFIC INSTRUCTIONS, AND SUDDENLY THEY LEAVE THE COMPANY? WILL I HAVE TO TRAIN THEIR REPLACEMENT ALL OVER AGAIN AND PAY FOR IT?

Normally, any employee has to notify us 2 months prior to their last day at the company, which would allow for a smooth transition between them and their replacement. But, if for any reason, that does not happen, we have devised a system that thoroughly registers every client’s instructions and preferences, in order to pass them along quickly and easily to their new account manager. Furthermore, during the transition, we will not charge you for any hours the new account manager spends to learn your instructions and preferences.

HOW DO I ASCERTAIN IF THE ASSIGNED VA IS QUALIFIED FOR THE JOB?

First, we would never hire a VA deemed unworthy for their job. All our VAs hold a minimum of a university degree in the service they provide, and a minimum of 3 years of work experience in the field they serve. Also, all of them undergo strict tests to delineate their merit and expertise, before being hired. Finally, they are constantly tested and trained, and their customers’ feedback is thoroughly reviewed after each project is completed. However, if for any reason, you feel that your VA is not up to your expectations, you can always request a replacement, and we will provide it free of charge, but we do advise you to try your VA and give him some time first, as even the most qualified professionals need some time to adjust to your preferences and understand your working style.

WHAT ARE THE QUALIFICATIONS AND MINIMUM WORK EXPERIENCE OF MY VIRTUAL ASSISTANT?

We only hire professional and skilled VAs. All our VAs are university graduates, with a minimum of 3 years of experience in the service they provide. Some of them even have Masters and Higher degrees as well. They are all fluent in English, French and Arabic. They are all thoroughly and strictly tested for their skills before being hired, and we keep testing them and reviewing customers’ feedback even after they’ve spent years with us. We also constantly train them to stay up to date with the best industry practices and newest platforms.

CAN I ACCESS CORRESPONDENCES MADE BY MY VA?

Of course you can. Whether it’s emails, phone calls, chatting or any other work your VA is doing for you, you have full access to it. All emails, documents, phone calls and chat logs are recorded, and you have full access to them anytime you want, in case you wanted to check how your VA is acting on your behalf.

WHAT KIND OF SERVICES CAN I EXPECT?

Our team of virtual assistants is ready for almost every task that can be done remotely on your behalf. From data entry, to graphic design, building websites, answering and making calls, creating spreadsheets and doing market research, and even party planning and arranging your holiday travels. Our assistants are available round the clock to address every need you have.

CAN I TRUST MY ACCOUNT MANAGER OR VIRTUAL ASSISTANT?

You can definitely trust your virtual assistant, as well as your account manager, because we only hire people who share our values and commit to our rules and regulations. Also, in case of any costly incident, we will reimburse you. You can provide any financial information to your VA but we prefer that you inform your account manager first. Our binding contracts and nondisclosure agreements guarantee that no sensible information or data will ever be shared with any third party without your written approval.

DO YOU GUARANTEE COMPLETE PRIVACY AND DATA SECURITY WHILE HANDLING INTIMATE INFORMATION?

OF COURSE WE DO! Your confidentiality and data security are our utmost priority. All information or data submitted to our website or disclosed to any of our employees is kept in strictest confidence. We will never rent, disclose or sell sensitive information to any third party, without your written approval. We insure your information and data security with our binding contracts and our Non-Disclosure Agreements (NDA), which are automatically considered signed by all parties, as soon as you sign up to any plan. Also, we continually update our privacy policy to make it stricter and more reinforced, and all our customers are duly notified of the changes and kept up to date.

WHAT HAPPENS IF MY ACCOUNT MANAGER OR VA GETS SICK OR LEAVES YOUREXPERTVA?

First, all your information and files, requirements and special instructions, are always stored in our system, and never kept with a single person, so that in case that person leaves or gets sick, they can be relayed directly and quickly to their replacement. Second, we have binding agreements with our account managers and VAs, forcing them to plan their days off in advance, and relay customers’ instructions to their replacement successfully before they leave the office. Third, we always have back up account managers and virtual assistants ready to eagerly learn all your stored information and instructions, and complete all your pending tasks, in the smoothest way possible. You have nothing to worry about, we’ve thought of every possible scenario, and devised a solution for it.

WHAT IF I AM NOT SATISFIED WITH MY VA’S PERFORMANCE?

We only hire professional and skilled VAs. We test them for their skills before hiring them, and we even keep testing them and training them and reviewing customers’ feedback thoroughly all the time. However, if for any reason, you are not fully satisfied with the work delivered, let us know, and we’ll have our customer care executive contact you, and double check what went wrong, and make sure all steps necessary to your full satisfaction, are taken. Also, note that any work your VA does, will undergo a quality check from your account manager, who already knows your preferences and how you like things done. But we do advise you to try your VA and give him some time first, as even the most qualified professionals need some time to adjust to your preferences and understand your working style.

DO YOU OUTSOURCE ANY WORK TO FREELANCERS OR THIRD PARTY?

Absolutely NOT! We do not outsource any of our work to freelancers, nor to any third party, as the privacy of our clients and their satisfaction are our utmost priority. All our virtual assistants and account managers are in house, and have been hired only after going through screening and testing processes, to guarantee the quality of their work, as well as their work ethics.

DO YOU OFFER A TRIAL PACKAGE?

Of course. At YourExpertVA, we want our customers to try our services before they buy. Any customer is entitled to a one-hour free trial. If you find that not enough, you can either purchase single hours, until you are convinced, or sign up for the 5 hours plan to test out the waters. It’s available for $90 only. If your experience is satisfactory, you can sign up for any longer plan you like, and we can even customize a special plan for you, if deemed necessary.

I SIGNED UP FOR A PLAN. WHAT’S NEXT?

After you sign up, you will receive a call or an email from your account manager, to introduce himself and provide you with your login credentials for our task management portal. After that, your account manager will discuss your full requirements in details, and assign you a virtual assistant, and just like that, you’re on your way to more free time and more freedom.

WILL MY PURCHASED HOURS EXPIRE?

No, the service hours of any plan you purchase from us, will be added to your hours balance, and never expire. You can carry unused service hours over to the next plan you purchase.

DO YOU PROVIDE CUSTOM VIRTUAL ASSISTANCE PLANS?

Yes we do. If you need something which is not included in our normal VA plans, just let your account manager know, or fill the contact us form, or quotation form, or get in touch with us in any way, and we will definitely work out a solution for you.

CAN I SIGN UP FOR LONGER PLANS LIKE QUARTERLY, HALF YEARLY AND YEARLY PLANS?

Yes you can. Just let us know all the details and requirements, and we will make all necessary arrangements.

CAN MY VA MAKE CALLS ON MY BEHALF?

Yes. Not only can your VA make calls on your behalf, he or she can receive calls on your behalf, manage your calendar and make appointments. You can also provide us with any special instructions or script you would like your VA to repeat. Keep in mind that all our VAs are fluent in English, French and Arabic.

WHAT IS THE GENDER OF MY VA?

When hiring, we do not discriminate between male VAs and female VAs, we hire both, and we always make sure we have both genders ready to assist you. If it makes a difference to you, you can request to have a male VA or female VA working on your tasks, and we will assign the suitable one for you.

CAN MY VIRTUAL ASSISTANT WORK DURING WEEKENDS AND HOLIDAYS?

Yes, our virtual assistants work 24/7, including weekends and holidays.

CAN I CHANGE MY VA'S WORKING HOURS? HOW?

Our VAs work around the clock, 24/7, in shifts. If you’d like us to dedicate one or several VAs to cater to a special need, just let your account manager know, and he will make all the necessary arrangements.

CAN I CONTACT MY VIRTUAL ASSISTANT?

We prefer you keep all communications between you and your account manager, who will basically be your very own personal assistant, and memorize your exact requirements and worry about assigning each task to a suitable VA. However, if for any reason, you need to contact your VA directly, we can arrange a conference call between you, your VA and your account manager.

WILL I ALWAYS GET THE SAME VIRTUAL ASSISTANT?

If you like your VA’s performance, and would like to work with him or her again, just inform your account manager, and he will always assign them to you, until you ask us to change them.

CAN MY VIRTUAL ASSISTANT DO SHOPPING ON MY BEHALF?

If by shopping you mean online shopping, then yes your VA can surely do it. He can also book you a train ticket, a hotel room, find a gift for your wife, have it delivered, and do just about any task you want as long as it can be done remotely.

CAN I SHARE MY PASSWORDS WITH MY ACCOUNT MANAGER OR VIRTUAL ASSISTANT?

You can certainly share your passwords, credit card information and any other critical data with your VA or account manager, as all your data is totally secured with us.

CAN MY VIRTUAL ASSISTANT USE MY COMPANY EMAIL ADDRESS?

Yes, just discuss it with your account manager, and you can certainly have your virtual assistant use your company email address, or any other email address.

CAN MY VIRTUAL ASSISTANT WORK REMOTELY ON MY PC?

Yes, your VA can work remotely on your PC, using any remote access platform you prefer.

CAN I SHARE MY FILES THROUGH GOOGLE DRIVE OR DROP BOX?

Yes, you can share your files through Google drive, drop box, our Task Management Platform, or any other file sharing platform you prefer.

IS THERE A MOBILE APP TO ASSIGN TASKS OR CONTACT MY VA?

We are currently developing mobile applications to allow you to assign tasks, review tasks, track hours, chat with your VA, upload files and so much more. Till then, you can use any way of communication you like, to reach your account manager and start assigning tasks.

I AM SATISFIED WITH MY VIRTUAL ASSISTANT, HOW DO I UPGRADE MY PLAN?

That is exactly what we want to hear. To upgrade, simply go to our website and sign up for the plan you like. We will add your newly purchased hours to your previous balance. Keep in mind that your unused hours will never expire.

WHAT ARE THE REGISTRATION OR SET UP CHARGES?

There are no registration or set up charges! We only charge for the time your VA has worked for you. We will even give you a one-hour free trial.

HOW DO I UPGRADE / DOWNGRADE / CANCEL MY PLAN?

To upgrade your plan, just go to the Plans & Pricing page in our website, and sign up for the plan you like. Your already purchased hours will never expire, and whenever you purchase a new plan, your newly entitled hours will be added to your current balance. If you want to downgrade your plan, you just have to wait until you use up your existing hours, and then purchase a smaller plan. As for canceling your plan, we do our best so that you never think about it, but in case you do, you can go to the Cancel Account page and submit a request. Once we receive the details, we will cancel your account with YourExpertVA.

WILL I GET A REFUND FOR THE AMOUNT I PAID?

Yes you will. Although we’d hate to see you cancel your account with us, but if you do, we will refund you your unused hours.

I NEED AN ASSISTANT IN PARIS. CAN I HAVE SOMEONE WORKING FOR ME THERE?

The point of having a VA is to get help with one click, irrespective of your location or your VA’s location. As long as the tasks you need can be done remotely, we can dedicate a VA to work for you anywhere you like. Our VAs work in shifts around the clock, to be always available during your business hours. We will do your work, wherever and whenever you need.

HOW CAN I PAY FOR THE SERVICES?

You can pay any way you prefer. We accept bank transfers, all major credit cards, PayPal, Payoneer, and even Western Union Transfers. However, if you want to pay using another method of payment, please consult your account manager.

HOW DO I RENEW MY PLAN?

Renewing your plan is as easy as getting it in the first place. Simply go to the Plans & Pricing Page, and buy the plan you like.

CAN MY VIRTUAL ASSISTANT WORK ON A PER PROJECT BASIS?

We like to serve our clients in the way that suits them most, that is why we charge on hourly basis, to make paying for services as flexible as possible. However, if you’d like to hire a virtual assistant on a per project basis, let us or your account manager know, and we can make it happen.

WHERE IS MY VA LOCATED?

We are a Lebanon based registered company, and all our staff is located in Lebanon.