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Online customer service representative using our own custom tool

We're seeking to hire a person to respond to our customer inquiries. Our business offers music items (records, CDs) to our online shoppers. Some of the most common questions you'll see in your inbox daily will be generic, like "has my order shipped/when will it ship?/what's the tracking code for my package?", etc. All the data you need to respond to an inquiry will be available to you in a custom tool we built. In fact, many of the replies, you won't need need to type out: our tool allows you to select from template replies, which automatically (in most cases) will in the customer's name, any details related to their order, etc. You simply skim over the response, and if all looks good, send it away. Of course, there will be some instances where our tool does not have a template reply - in such cases, you will need to type out the response yourself. In cases where you do not know how to respond, you will have the option to push the ticket to our admin (high-level support) who will take care of the ticket for you.

The ideal candidate will be able to handle most of the tickets on their own, without the need to push them to our admin. Needless to say, your proficiency in business level English is essential. Of course, we don't want you to sound like a robot, or worse yet, like an eBay or Paypal representative (ugh...): we certainly would like you to infuse your replies with a bit of charm and empathy for customers, always demonstrating you genuinely are paying attention to their needs, and there the assist them (without going overboard: we don't want to sound like a hotel clerk from Mumbai either: "We are the greatest hotel in the world, we are here to serve you all day and all night, we will not sleep, rest, or eat, until you are 200% satisfied." (I've spent sufficient time in India to know this is precisely the type of insincere service we do not wish to infuse our business with). Above all else, your ability to read all that is stated, rather than merely skim the text is most vital- a skill demonstrated in your submission for this job, when you'll place the word 'pillar' in your message).

In terms of cost - we're open to your suggestions. The workload, generally consists of a range of around 60-100 messages per day at this time, although this of course can and hopefully will rise as our business grows. Please keep in mind as we continue to improve the customer service portal you will use, we hope that 'most' messages, will not require any typing from you: just 2-3 clicks to get to the suggested response, and, you're off to the next one. For messages you will need to write out, we can pay on a 'per word' basis. Again, all to be determined/agreed upon.

It goes without saying, random checks of your work will be carried out by our management to ensure you are responding to customer needs, addressing their concerns, solving any issues they may have, providing them the care they need, and approach them in a cordial, respectful manner - that straddles the fine line between business/professional discourse, and a friendly conversation.

Please provide any references, or mention customer service work you've done in the past, and what type of payment terms you'd like. We'll consider these against other applicants. Our team is small, but awesome. We're located in Japan, and Switzerland. If you get on board, and prove to be an asset, you'll be with us for the long term. That is our goal here - to hire someone to assist us for the long term.

Cheers!

Taidot: Asiakaspalvelu, Asiakaspalvelu, Englanti (Iso-Britannia), Englanti (Yhdysvallat), englannin kielioppi

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Tietoa työnantajasta:
( 11 arvostelua ) Zug, Switzerland

Projektin tunnus: #30613277

109 freelanceria on tarjonnut keskimäärin $7/tunti tähän työhön

(45 arvostelua)
6.9
Excelentt

I have 11 years of experience. I have worked with zendesk, intercom and more CS tools where I updated and made canned responses & then used them on different situations. I am available for 8 hours a day. Kindly share Lisää

$5 USD / tunti
(46 arvostelua)
6.6
Zulqarnain686

Hello Sir/Mam, I am a full time eCommerce professional. I do work on almost all selling channels as a CSR and store manager like, - eBay - Amazon - Walmart - Shopify - [login to view URL] - Etsy - Sears - Overstock - NewEgg - Sh Lisää

$8 USD / tunti
(7 arvostelua)
4.9
amirn2011

Hello Sir, pillar I am ready for your Online customer service representative using our own custom tool project. I have already worked with [login to view URL] and RTG Automotive Limited for custo Lisää

$5 USD / tunti
(18 arvostelua)
4.5
emmanuelolapade2

PILLAR Dear hiring manager, I’m writing to express my interest in your customer service position. Having worked across customer service for several years I feel I would be a valuable asset to your team. I have a w Lisää

$5 USD / tunti
(7 arvostelua)
4.6
malbakurtulla

Hello, I hope you are fine. This is to express my interest. Well, I have all of the skills and experience that you’re looking for and I’m confident that I would be a good fit in this position. I do have previous exper Lisää

$10 USD / tunti
(12 arvostelua)
4.6
remuslupinhp

Hi, Currently I am working as a VA for a US client. I do everything he tells me to. I learn everything for him. I can do the same for you. Now coming to my skills and experience: I am a content writer, educationist, Lisää

$6 USD / tunti
(6 arvostelua)
4.2
jeheazu

Hi, I have read your project description and understood it clearly I am an experienced virtual assistant with over 4 years experience in customer support services, project management, order processing, administrative a Lisää

$5 USD / tunti
(7 arvostelua)
4.1
ambarsoftronics

Hi ,I read through the job details extremely carefully and I am absolutely sure that I can do the project very well. I have worked on similar projects in Wipro and Infosys for 2 years, and I am confident I can excee Lisää

$5 USD / tunti
(6 arvostelua)
3.8
emulsification

pillar I'm interested in working on this online customer representative using our own custom tool project. Prior of being a freelancer, I was an administrative and marketing assistant in a real estate development com Lisää

$6 USD / tunti
(10 arvostelua)
3.8
shineeverkb9

Hi there, My name is Ruth, reading through your project brief was such a joy for me and I'd love to be the PILLAR of your online customer service presence. I have relevant experience as a Virtual Assistant proving cha Lisää

$5 USD / tunti
(1 arvostelu)
3.7
webhelpguy

Hi, This is Geetha from Mysore, India and I have around 4 years of experience in customer support. I am happy to serve as your Online customer service representative using your own custom tool. Regards, Geetha

$5 USD / tunti
(11 arvostelua)
3.9
(3 arvostelua)
3.9
(9 arvostelua)
4.0
beimaniago

Dear hiring manager, I hope you are well. I have read your job description carefully and I am confident that I am the perfect candidate for the job. I am a professional copywriter and an experienced email and chat Lisää

$8 USD / tunti
(3 arvostelua)
3.8
(1 arvostelu)
2.8
Data1234

"pillar" Hello, I'm interested to provide my service. I have read the complete description & I'm sorry to hear that you had a bad experience in Mumbai hotel. Anyway, I have experience in replying to customer emails Lisää

$5 USD / tunti
(2 arvostelua)
2.4
vw8308680vw

Dear Hiring Manager, In today's customer service oriented society, timely, friendly, proactive service is sought to enhance future business growth. I have well experience of cold calling, email handling, CRM, [login to view URL] Lisää

$8 USD / tunti
(2 arvostelua)
2.3
PaulaMPosse

Hello, my name is Paula, I am very interested in working with you. I am an engineer with experience in project management and online projects. I have plenty experience as freelancer, I have worked as virtual assistant Lisää

$10 USD / tunti
(2 arvostelua)
2.4
fatima2khalid

Dear Hiring Manager, When I learned of your need for a Customer Support Assistant, I felt compelled to submit my resume for your consideration. As a reliable, self-motivated, and efficient assistant with experience pr Lisää

$5 USD / tunti
(1 arvostelu)
1.6