Online Customer Service Support Needed
Budget: $3 – $10 NZD
I’m moving part of my business online and need someone who can fully take over day-to-day customer support. I have no prior background in this area, so I’m looking for a professional who already understands best practices and can guide the tone, tools, and process from the ground up.
Your core responsibility is to listen carefully to every enquiry, complaint, or request, then respond with clear, solution-oriented answers that leave the customer satisfied. Whether the issue is a simple product question or a frustrated user who needs step-by-step help, I want each interaction handled calmly, politely, and efficiently.
We will start with email and chat support; if you’re comfortable adding social-media channels later, that’s a plus. Please be ready to propose the tools you prefer—Zendesk, Freshdesk, Intercom, or any platform you feel will keep the workflow smooth—and outline how you’ll set up basic response templates, escalation rules, and simple reporting so I can track performance without being buried in data.
Deliverables
• Daily coverage of the support inbox and live chat during agreed-upon hours
• Well-documented responses that show an attentive, empathic approach
• Weekly summary highlighting recurring issues and your suggested fixes
Acceptance criteria: first-response time under one hour during the shift window, clear language with no unresolved tickets at the end of each day, and a weekly report that makes next steps obvious.
If you’re committed to listening first and solving problems second, I’d love to hear how you would structure our support experience and what results I can expect in the first month.
Your core responsibility is to listen carefully to every enquiry, complaint, or request, then respond with clear, solution-oriented answers that leave the customer satisfied. Whether the issue is a simple product question or a frustrated user who needs step-by-step help, I want each interaction handled calmly, politely, and efficiently.
We will start with email and chat support; if you’re comfortable adding social-media channels later, that’s a plus. Please be ready to propose the tools you prefer—Zendesk, Freshdesk, Intercom, or any platform you feel will keep the workflow smooth—and outline how you’ll set up basic response templates, escalation rules, and simple reporting so I can track performance without being buried in data.
Deliverables
• Daily coverage of the support inbox and live chat during agreed-upon hours
• Well-documented responses that show an attentive, empathic approach
• Weekly summary highlighting recurring issues and your suggested fixes
Acceptance criteria: first-response time under one hour during the shift window, clear language with no unresolved tickets at the end of each day, and a weekly report that makes next steps obvious.
If you’re committed to listening first and solving problems second, I’d love to hear how you would structure our support experience and what results I can expect in the first month.