I need someone to answer customer service emails for my online store.
The job requires between 30-60 minutes everyday. Ideally, you would reply to emails twice a day: once in the morning, once in the evening.
Most of the emails we receive fall into one of the following categories: order information, return request, warranty request, technical support, or product information. Most common inquiries have pre-written answers.
You will be provided with a document containing answer to most common inquiries, and you'll also have access to the necessary order information to answer most emails. Any email you cannot answer, you will need to forward to another person, as instructed.
We use OsTicket (similar to ZenDesk) as our customer service software. If you are familiar with the OsTicket interface, it is a plus.
We use Shopify as our shopping cart software. If you are familiar with the Shopify interface, it is a plus.
We sell wristwatches in our online store. If you are familiar with watches, watch parts, and watch terminology, it is a plus.
The usual number of emails we receive everyday is between 10 and 20. It should be easy to answer these emails within 1 hour. However, we sometime have more busy period of up to 2-4 weeks where the number of daily emails can reach up to 50 (for example, during Christmas shopping season, or when we release a new product).
Ideally, you would be able to adapt and put in more hours if/when necessary.
You must be completely fluent in written English.
Feel free to message me with any question!