UK Grocery Customer Support Assistant

I run a busy online grocery store serving customers across the UK, and I need reliable coverage for our inbox and phone line six days a week, roughly 6–7 hours each day. All communication is in clear, friendly English, and I expect the same engaging tone you would use in a local shop.

Your day-to-day focus
• Answer customer queries that arrive by email or phone, aiming for a response time under an hour during your shift.
• Manage any complaints with empathy, logging the issue, proposing a solution, and following it through until the customer confirms it is resolved.
• Process new or amended orders inside our web-based dashboard, checking stock levels and flagging substitutions when needed.

Tools you will work with include our shared Gmail inbox, a VoIP soft-phone (we’ll supply credentials), and the Shopify-style admin portal we use for orders. I will provide a concise playbook covering FAQs, refund guidelines, and escalation points; after a short hand-over call you should feel comfortable working independently.

Acceptance criteria
— Inbox and call queue empty or documented at the end of every shift.
— All tickets tagged and notes updated in the CRM.
— Order edits entered accurately with time-stamped confirmation.

If steady hours, a predictable routine, and friendly shoppers sound appealing, tell me about your customer support experience and the time zone you’ll be signing in from.