Email Customer Support Specialist
Budget: £2 – £5 GBP
My online business receives a steady stream of customer questions and order-related inquiries each day, and I need someone to keep our support inbox running smoothly. Your primary responsibility will be to handle every message that comes in, craft friendly, accurate replies using the templates I provide, and make sure customers never wait more than a few hours for a response.
You’ll work entirely by email, so strong written English, impeccable grammar, and a calm, professional tone are must-haves. Experience with common inbox features—filters, canned responses, labels, basic ticket spreadsheets—will let you hit the ground running. I’ll share clear escalation guidelines for the rare cases that need extra attention, along with a style guide to keep our brand voice consistent.
Deliverables
• Inbox cleared to zero by the end of each agreed shift
• Personalized, template-based replies sent within the target response window
• Escalation notes for any complex or urgent issue
• A concise weekly summary highlighting recurring questions and potential FAQ or process improvements
You’ll start with a short onboarding session and a one-week trial. If everything flows well, we can lock in an ongoing schedule that fits us both.
You’ll work entirely by email, so strong written English, impeccable grammar, and a calm, professional tone are must-haves. Experience with common inbox features—filters, canned responses, labels, basic ticket spreadsheets—will let you hit the ground running. I’ll share clear escalation guidelines for the rare cases that need extra attention, along with a style guide to keep our brand voice consistent.
Deliverables
• Inbox cleared to zero by the end of each agreed shift
• Personalized, template-based replies sent within the target response window
• Escalation notes for any complex or urgent issue
• A concise weekly summary highlighting recurring questions and potential FAQ or process improvements
You’ll start with a short onboarding session and a one-week trial. If everything flows well, we can lock in an ongoing schedule that fits us both.