Virtual Assistant for Customer Support

My customers expect quick, friendly answers, so the core of this assignment is handling their questions from first greeting to full resolution. You will sit in the inbox (or live-chat dashboard—we can decide which channel works best) and keep response times low while maintaining a warm, brand-consistent voice.

Typical interactions involve order status checks, basic product queries, and the occasional refund or replacement request. I’ll provide templates, policies, and escalation rules; your role is to follow them accurately, flag anything unusual, and keep records tidy in our help-desk platform (Zendesk or a similar tool).

Deliverables each week
• All customer inquiries answered within the agreed SLA
• A concise log of any tickets escalated or patterns spotted
• A short performance summary so we can track satisfaction scores and look for improvements

Strong written English is essential; any additional language skills are a bonus and can open future projects. If you’re patient, detail-oriented, and comfortable juggling multiple conversations at once, this should be a straightforward ongoing engagement.