Customer service and business admin
- or -
Post a project like this£15/hr(approx. $19/hr)
- Posted:
- Proposals: 65
- Remote
- #2857892
- Expired
Experienced Virtual Assistant/PA/Administrator, Lead Generation, Tele Sales, Excel and Word, Diary Management for all Sales People
Glasgow
Administrator, Data Inputter, Typist, Organiser, Virtual Assistant, Project Manager, Admin Assistant
Belfast
Experienced business support and admin specialist, customer service, data entry and virtual assistant professional.
Miami Beach
Telesales,Business Development,B2B,B2C,Appointment Setting,Marketing.Telemarketing Training
Southport
38646143067333884719130298743583084323869425365953682103992432952336310324304588
Description
Experience Level: Intermediate
Hello!
I'm looking for a native English speaker who, in the first instance, can help handle incoming customer service emails and enquiries. Once comfortable I'd hope to expand your role to cover other areas of business admin, such as invoicing and call handling and general VA responsibilities.
We're a family run business, established in the ‘70s and operating out of Derbyshire (warehouse) and Manchester (offices). We sell on eBay, Amazon and via several branded e-commerce websites powered by Shopify. You'd be working alongside myself (Duncan — that's me in the picture). I’ll be providing your initial training and will always be on hand to offer support via Skype, Slack, phone, or however you want to communicate.
The role is remote and part time at the moment (let's say 10 hours a week to begin with, although this is a bit of a guesstimate) but we really want to establish a lasting arrangement with you. By taking over aspects of our customer service you're going to free up my time to grow new areas of our business and this ultimately means more regular work for you (if you want it).
We're really strongly customer focussed and detail orientated. It's important that you share these values.
Here's an example of what I mean:
A customer contacts us with a general question about an order they’ve already placed. They don't leave a name but you go out of your way to check their order, you find their name and use it when replying to their message. Although they haven't asked for it, you also check the latest delivery tracking for their order and provide the tracking number and a link to the tracking detail in your response.
Great communication is as important as any product we sell. We want our interactions with our customers to be memorable. You’ll be playing a crucial role in making this happen.
When you reply to this job posting please open your message with the words ‘You Utter Bog Brush’. All incoming email communications are managed via Help Scout (CRM software, similar to Zen Desk). All order management is handled via our Shopify admin. You’ll therefore have little need to access eBay or Amazon directly but knowledge of these marketplaces is preferable, as is knowledge of the Shopify admin from where we manage customer orders.
Examples of tasks:
- Deal with customer email enquiries via Help Scout
- Check delivery statuses and pass this information on to eBay customers
- Communicate with our delivery company via online chat to get further information on parcels where tracking information isn’t clear
- Make judgement calls regarding customer return requests
- Make judgement calls on sending out replacement orders in situations where the customer claims they haven’t received their delivery
- Quote for bespoke work (we have an online calculation tool which makes this straightforward)
- Ensuring no customer query goes unanswered for more than 24 hours (dependent on the days you choose to work, obviously)
- Flagging issues of concern
You’ll be a great fit if…
- You’re not afraid to ask questions, challenge established processes and suggest better ways of doing things
- You’re able to deal with disgruntled customers by putting yourself in their shoes
- You want to be a part of helping to grow a successful company
- You want to learn and grow your knowledge around business
- You like cute dogs, good music and have an eye for great design
- Crap customer service drives you up the wall
When you reply please tell me a bit about yourself and any previous customer service experience you have.
Thanks!
Duncan
I'm looking for a native English speaker who, in the first instance, can help handle incoming customer service emails and enquiries. Once comfortable I'd hope to expand your role to cover other areas of business admin, such as invoicing and call handling and general VA responsibilities.
We're a family run business, established in the ‘70s and operating out of Derbyshire (warehouse) and Manchester (offices). We sell on eBay, Amazon and via several branded e-commerce websites powered by Shopify. You'd be working alongside myself (Duncan — that's me in the picture). I’ll be providing your initial training and will always be on hand to offer support via Skype, Slack, phone, or however you want to communicate.
The role is remote and part time at the moment (let's say 10 hours a week to begin with, although this is a bit of a guesstimate) but we really want to establish a lasting arrangement with you. By taking over aspects of our customer service you're going to free up my time to grow new areas of our business and this ultimately means more regular work for you (if you want it).
We're really strongly customer focussed and detail orientated. It's important that you share these values.
Here's an example of what I mean:
A customer contacts us with a general question about an order they’ve already placed. They don't leave a name but you go out of your way to check their order, you find their name and use it when replying to their message. Although they haven't asked for it, you also check the latest delivery tracking for their order and provide the tracking number and a link to the tracking detail in your response.
Great communication is as important as any product we sell. We want our interactions with our customers to be memorable. You’ll be playing a crucial role in making this happen.
When you reply to this job posting please open your message with the words ‘You Utter Bog Brush’. All incoming email communications are managed via Help Scout (CRM software, similar to Zen Desk). All order management is handled via our Shopify admin. You’ll therefore have little need to access eBay or Amazon directly but knowledge of these marketplaces is preferable, as is knowledge of the Shopify admin from where we manage customer orders.
Examples of tasks:
- Deal with customer email enquiries via Help Scout
- Check delivery statuses and pass this information on to eBay customers
- Communicate with our delivery company via online chat to get further information on parcels where tracking information isn’t clear
- Make judgement calls regarding customer return requests
- Make judgement calls on sending out replacement orders in situations where the customer claims they haven’t received their delivery
- Quote for bespoke work (we have an online calculation tool which makes this straightforward)
- Ensuring no customer query goes unanswered for more than 24 hours (dependent on the days you choose to work, obviously)
- Flagging issues of concern
You’ll be a great fit if…
- You’re not afraid to ask questions, challenge established processes and suggest better ways of doing things
- You’re able to deal with disgruntled customers by putting yourself in their shoes
- You want to be a part of helping to grow a successful company
- You want to learn and grow your knowledge around business
- You like cute dogs, good music and have an eye for great design
- Crap customer service drives you up the wall
When you reply please tell me a bit about yourself and any previous customer service experience you have.
Thanks!
Duncan
Creative T.
100% (21)Projects Completed
20
Freelancers worked with
20
Projects awarded
36%
Last project
7 Jan 2023
United Kingdom
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