Customer Service & Administrative Assistant
Budget: $250 – $750 USD
QUOTE ME IN MONTLY PRICE I EXPECT 70 HOURS AT LEAST A MONTH. TELL ME ALSO HOURLY PRICE. IF IT WORKS I HAVE WORK FOR MANY MONTHS.
Customer Service & Administrative Assistant
Position Overview
We are looking for a reliable, proactive, and detail oriented Customer Service & Administrative Assistant to support our furniture business. Your primary responsibility is to manage customer communication, complaint handling, lead generation, delivery coordination, and administrative tasks.
You will communicate with customers through email, Facebook Messenger, and other online channels. You are expected to maintain a professional, friendly, and solution focused approach at all times.
The goal of this role is to ensure excellent customer service, efficient handling of complaints, consistent lead generation, and smooth daily operations.
⸻
Main Responsibilities
1. Customer Service
• Respond to customer inquiries via email, Facebook Messenger, and other communication channels.
• Answer questions regarding products, prices, dimensions, materials, colors, delivery times, warranties, and ordering procedures.
• Assist customers before, during, and after purchase.
• Provide accurate information based on company guidelines.
• Maintain a professional, friendly, and helpful tone in all communication.
• Escalate urgent or complex matters to management when necessary.
• Ensure that all customer inquiries receive a response within a reasonable timeframe.
⸻
2. Complaint Handling (Warranty & Claims)
• Receive, register, and manage customer complaints.
• Collect all necessary information, including:
* Customer name
* Order number
* Phone number
* Email address
* Photos and videos
* Detailed description of the issue
• Review all information and ensure complaints contain sufficient documentation.
• Prepare detailed complaint reports containing all relevant information, photos, videos, order details, and customer descriptions.
• Submit complaint cases to management or directly to manufacturers when instructed.
• Maintain an updated complaint tracking list containing:
* Customer name
* Order number
* Complaint description
* Submission date
* Current status
* Follow up dates
* Resolution status
• Follow up regularly with management and manufacturers regarding open complaint cases.
• Request updates from manufacturers when required.
• Keep customers informed throughout the complaint process.
• Ensure that no complaint case remains inactive without follow up.
• Monitor complaint deadlines and resolution timelines.
• Update internal records whenever progress is made.
• Continue following up until each complaint has been fully resolved.
⸻
3. Lead Collection & Sales Support
• Respond to potential customers contacting the company through Facebook, advertisements, website inquiries, and other channels.
• Engage professionally with interested customers.
• Obtain customer information including:
* Full name
* Phone number
* Email address
* Product interest
• Convert inquiries into qualified sales leads.
• Register all leads in the company tracking system.
• Forward qualified leads to the sales team.
• Follow up with leads who have not responded.
• Encourage customers to visit the showroom, book appointments, or request quotations.
⸻
4. Delivery & Logistics Support
• Handle customer inquiries regarding deliveries.
• Inform customers about delivery status and estimated delivery times.
• Coordinate delivery requests with management and logistics personnel.
• Collect missing delivery information from customers.
• Follow up on delayed deliveries.
• Assist with scheduling deliveries when requested.
• Maintain records of all delivery related communication.
• Ensure customers receive updates regarding delivery changes or delays.
⸻
5. Administrative Tasks
• Maintain customer databases and records.
• Organize and update spreadsheets and internal tracking systems.
• Record customer interactions and case notes.
• Update order statuses when required.
• Maintain complaint tracking sheets.
• Maintain lead tracking sheets.
• Maintain delivery tracking sheets.
• Prepare reports regarding:
* Open complaints
* Pending deliveries
* New leads
* Customer inquiries
* Unresolved cases
• Ensure all records remain accurate and up to date.
⸻
6. Facebook & Social Media Communication
• Monitor Facebook Messenger throughout working hours.
• Respond to comments, messages, and inquiries promptly.
• Engage with potential customers professionally.
• Collect customer contact information whenever possible.
• Generate sales leads from incoming inquiries.
• Direct customers toward appointments, quotations, showroom visits, or sales representatives.
• Report spam or inappropriate content when necessary.
⸻
7. Follow Up Duties
• Follow up on:
* Open complaint cases
* Manufacturer responses
* Customer requests
* Delivery issues
* Pending leads
* Missing customer information
* Outstanding customer questions
• Ensure that no customer inquiry or complaint remains unanswered.
• Provide regular status updates to management.
• Maintain a proactive approach to all open cases.
⸻
Performance Expectations
The employee is expected to:
• Respond to inquiries quickly and professionally.
• Maintain high customer satisfaction.
• Handle customer complaints efficiently.
• Keep all systems and records updated.
• Follow company procedures accurately.
• Generate and qualify customer leads.
• Follow up consistently on open cases.
• Escalate urgent issues immediately.
• Work independently while maintaining communication with management.
• Represent the company professionally at all times.
⸻
Required Skills
• Excellent written English.
• Strong communication skills.
• Strong customer service skills.
• Ability to handle multiple conversations simultaneously.
• Good organizational and administrative skills.
• Experience using Facebook Messenger, email, spreadsheets, and online communication platforms.
• Ability to work independently.
• Strong attention to detail.
• Problem solving mindset.
⸻
Preferred Experience
• Customer service experience.
• Complaint and warranty handling experience.
• E commerce experience.
• Furniture industry experience.
• CRM or customer management system experience.
• Administrative support experience.
⸻
Working Hours
The employee must be available during agreed working hours and provide regular updates regarding completed tasks, ongoing cases, pending complaints, delivery matters, and lead generation activities.
⸻
Key Objective
The primary objective of this role is to ensure fast customer responses, professional communication, effective complaint management, continuous lead generation, efficient follow up, and excellent customer satisfaction while supporting the daily operations of the company.
Customer Service & Administrative Assistant
Position Overview
We are looking for a reliable, proactive, and detail oriented Customer Service & Administrative Assistant to support our furniture business. Your primary responsibility is to manage customer communication, complaint handling, lead generation, delivery coordination, and administrative tasks.
You will communicate with customers through email, Facebook Messenger, and other online channels. You are expected to maintain a professional, friendly, and solution focused approach at all times.
The goal of this role is to ensure excellent customer service, efficient handling of complaints, consistent lead generation, and smooth daily operations.
⸻
Main Responsibilities
1. Customer Service
• Respond to customer inquiries via email, Facebook Messenger, and other communication channels.
• Answer questions regarding products, prices, dimensions, materials, colors, delivery times, warranties, and ordering procedures.
• Assist customers before, during, and after purchase.
• Provide accurate information based on company guidelines.
• Maintain a professional, friendly, and helpful tone in all communication.
• Escalate urgent or complex matters to management when necessary.
• Ensure that all customer inquiries receive a response within a reasonable timeframe.
⸻
2. Complaint Handling (Warranty & Claims)
• Receive, register, and manage customer complaints.
• Collect all necessary information, including:
* Customer name
* Order number
* Phone number
* Email address
* Photos and videos
* Detailed description of the issue
• Review all information and ensure complaints contain sufficient documentation.
• Prepare detailed complaint reports containing all relevant information, photos, videos, order details, and customer descriptions.
• Submit complaint cases to management or directly to manufacturers when instructed.
• Maintain an updated complaint tracking list containing:
* Customer name
* Order number
* Complaint description
* Submission date
* Current status
* Follow up dates
* Resolution status
• Follow up regularly with management and manufacturers regarding open complaint cases.
• Request updates from manufacturers when required.
• Keep customers informed throughout the complaint process.
• Ensure that no complaint case remains inactive without follow up.
• Monitor complaint deadlines and resolution timelines.
• Update internal records whenever progress is made.
• Continue following up until each complaint has been fully resolved.
⸻
3. Lead Collection & Sales Support
• Respond to potential customers contacting the company through Facebook, advertisements, website inquiries, and other channels.
• Engage professionally with interested customers.
• Obtain customer information including:
* Full name
* Phone number
* Email address
* Product interest
• Convert inquiries into qualified sales leads.
• Register all leads in the company tracking system.
• Forward qualified leads to the sales team.
• Follow up with leads who have not responded.
• Encourage customers to visit the showroom, book appointments, or request quotations.
⸻
4. Delivery & Logistics Support
• Handle customer inquiries regarding deliveries.
• Inform customers about delivery status and estimated delivery times.
• Coordinate delivery requests with management and logistics personnel.
• Collect missing delivery information from customers.
• Follow up on delayed deliveries.
• Assist with scheduling deliveries when requested.
• Maintain records of all delivery related communication.
• Ensure customers receive updates regarding delivery changes or delays.
⸻
5. Administrative Tasks
• Maintain customer databases and records.
• Organize and update spreadsheets and internal tracking systems.
• Record customer interactions and case notes.
• Update order statuses when required.
• Maintain complaint tracking sheets.
• Maintain lead tracking sheets.
• Maintain delivery tracking sheets.
• Prepare reports regarding:
* Open complaints
* Pending deliveries
* New leads
* Customer inquiries
* Unresolved cases
• Ensure all records remain accurate and up to date.
⸻
6. Facebook & Social Media Communication
• Monitor Facebook Messenger throughout working hours.
• Respond to comments, messages, and inquiries promptly.
• Engage with potential customers professionally.
• Collect customer contact information whenever possible.
• Generate sales leads from incoming inquiries.
• Direct customers toward appointments, quotations, showroom visits, or sales representatives.
• Report spam or inappropriate content when necessary.
⸻
7. Follow Up Duties
• Follow up on:
* Open complaint cases
* Manufacturer responses
* Customer requests
* Delivery issues
* Pending leads
* Missing customer information
* Outstanding customer questions
• Ensure that no customer inquiry or complaint remains unanswered.
• Provide regular status updates to management.
• Maintain a proactive approach to all open cases.
⸻
Performance Expectations
The employee is expected to:
• Respond to inquiries quickly and professionally.
• Maintain high customer satisfaction.
• Handle customer complaints efficiently.
• Keep all systems and records updated.
• Follow company procedures accurately.
• Generate and qualify customer leads.
• Follow up consistently on open cases.
• Escalate urgent issues immediately.
• Work independently while maintaining communication with management.
• Represent the company professionally at all times.
⸻
Required Skills
• Excellent written English.
• Strong communication skills.
• Strong customer service skills.
• Ability to handle multiple conversations simultaneously.
• Good organizational and administrative skills.
• Experience using Facebook Messenger, email, spreadsheets, and online communication platforms.
• Ability to work independently.
• Strong attention to detail.
• Problem solving mindset.
⸻
Preferred Experience
• Customer service experience.
• Complaint and warranty handling experience.
• E commerce experience.
• Furniture industry experience.
• CRM or customer management system experience.
• Administrative support experience.
⸻
Working Hours
The employee must be available during agreed working hours and provide regular updates regarding completed tasks, ongoing cases, pending complaints, delivery matters, and lead generation activities.
⸻
Key Objective
The primary objective of this role is to ensure fast customer responses, professional communication, effective complaint management, continuous lead generation, efficient follow up, and excellent customer satisfaction while supporting the daily operations of the company.