I have been running an online business targeting international students in UK since 2007. The business needs a confident person with excellent English writing and speaking skills to field phone, email and live chat enquiries in Zendesk.
This is an ongoing opportunity requiring at least 20 hours a week initially. I am after someone who could become an integral part of my business while working remotely. If you are just looking for once off money making task, this is not an opportunity for you.
. Answer customer service phone, email and live chat calls promptly
. Follow-up voicemail, missed live chat sessions and email enquiries
. Satisfy customer objections and help them to place orders
. Follow-up pending payments and invoices
. Provide after sales support including order tracking, handling complaints and refund request etc.
. Updating order details (customer comments, deadline, etc) and status (paid, unpaid, assigned etc...)
. Forwarding customer notes and comments to appropriate resources
. Fluent with English speaking (American or British accent highly preferred)
. Correct English grammar is a must
. Good typing speed to write emails and live chat
. Experience with Zendesk and Zopim (preferable not essential)
Following are key performance indicators on which you'll be evaluated...
. Sales Conversion - enquiries to sales
. Customer Satisfaction Ratings
. Number of calls, emails and live chat fielded (Weekly, Monthly, Quarterly)
. Duration of call (phone and live chat)
Shortlisted candidates will be tested with an email writing test and a role play over Skype.