Customer Service & Back-Office Support
Budget: $8 – $15 USD
Phone, email, and live chat all need the same prompt, friendly tone for my e-commerce storefront. I need support that can smoothly handle incoming questions, resolve complaints before they escalate, and relay accurate product information drawn from our catalog.
Responsibilities
• Respond to phone calls, emails, and live chat within the agreed-upon time frames
• Handle customer inquiries from first contact through resolution
• Resolve complaints by coordinating with fulfillment and follow up until the customer confirms closure
• Provide clear, up-to-date product information drawn from our knowledge base
• Log every interaction in our CRM and flag recurring issues in a concise daily report
Acceptance criteria
• 95 % first-contact resolution in the first month
• CSAT average of 4.5/5 or higher
• All tickets properly tagged and closed in the system each day
Experience with help-desk tools such as Zendesk, Freshdesk, Shopify admin, or similar platforms is a plus—please mention anything you are already comfortable with.
Responsibilities
• Respond to phone calls, emails, and live chat within the agreed-upon time frames
• Handle customer inquiries from first contact through resolution
• Resolve complaints by coordinating with fulfillment and follow up until the customer confirms closure
• Provide clear, up-to-date product information drawn from our knowledge base
• Log every interaction in our CRM and flag recurring issues in a concise daily report
Acceptance criteria
• 95 % first-contact resolution in the first month
• CSAT average of 4.5/5 or higher
• All tickets properly tagged and closed in the system each day
Experience with help-desk tools such as Zendesk, Freshdesk, Shopify admin, or similar platforms is a plus—please mention anything you are already comfortable with.
Related categories:
Customer Support
CRM
Phone Support
Shopify
Email Marketing
Customer Service
Helpdesk
Zendesk