Customer Email Inquiry Support
Budget: $2 – $8 USD
Incoming customer emails arrive daily and each message needs a clear, accurate reply that fully answers the sender’s question. The assignment centres on customer support delivered exclusively by email; no phone or live-chat work is planned, though being comfortable with those channels would be a plus should our needs grow.
Scope of work
You will monitor the shared support inbox during agreed hours, draft personalised responses that resolve the inquiry on the first pass whenever possible, and flag anything outside your authority so it can be escalated internally. A friendly, concise writing style and solid grammar are essential, as is the discipline to follow brand voice guidelines once you have them.
Deliverables
• All incoming inquiries acknowledged within the agreed response window
• Complete, issue-free email threads archived or tagged appropriately
• Brief daily summary noting volume handled, common questions and any escalations
Acceptance criteria
Responses must give the customer the exact information requested, match our tone guide, and leave no open questions. Messages that can’t be fully answered should be escalated within 30 minutes, accompanied by a short note explaining the gap.
If this fits your experience in email-based customer support and you can begin promptly, the inbox is ready for you.
Scope of work
You will monitor the shared support inbox during agreed hours, draft personalised responses that resolve the inquiry on the first pass whenever possible, and flag anything outside your authority so it can be escalated internally. A friendly, concise writing style and solid grammar are essential, as is the discipline to follow brand voice guidelines once you have them.
Deliverables
• All incoming inquiries acknowledged within the agreed response window
• Complete, issue-free email threads archived or tagged appropriately
• Brief daily summary noting volume handled, common questions and any escalations
Acceptance criteria
Responses must give the customer the exact information requested, match our tone guide, and leave no open questions. Messages that can’t be fully answered should be escalated within 30 minutes, accompanied by a short note explaining the gap.
If this fits your experience in email-based customer support and you can begin promptly, the inbox is ready for you.