Virtual Customer Support & Email Handling
Publicada el 2026-07-18
Descripción de la oferta
I need a detail-oriented rep to keep our inbox clear and our customers informed. Your core job is simple: reply to incoming questions about order status or product availability and resolve any complaints that surface along the way. Messages must be handled in a neutral, straightforward tone—no scripted cheeriness, no cold formality—just clear answers that move the conversation forward. Workflow • Check the shared support mailbox and ticket system twice daily (morning and late afternoon, US EST). • Prioritise unresolved complaints, then tackle new inquiries. • Update each ticket with concise notes so the rest of the team can see what was done. • Flag anything that needs escalation—refund authorisations, technical troubleshooting, or policy exceptions. Tools in place include Gmail, Shopify, and a lightweight help-desk plugin Deliverables • Inbox at “zero” by close of business each weekday. • Same-day acknowledgement for every new message. • Weekly summary report showing volume, resolutions, and any open issues requiring my attention. Once you’re comfortable, we can expand the role to chat support or phone callbacks, but for now email mastery is the benchmark. preferable candidates inUSA or it's environ
Skills
Fuente original: freelancer