Customer Support Specialist Needed for Online Store Assistance

We are looking for a reliable Customer Support Specialist to assist customers through chat, email, and social media messaging. Your role will include answering inquiries, resolving complaints, helping customers with orders, preparing support tickets, and coordinating with internal teams. This position requires patience, accuracy, and a friendly communication style.

Responsibilities:

Respond to customer messages through chat, email, WhatsApp, or social platforms

Assist customers with product information, pricing, and availability

Track orders, update customers, and resolve delivery-related issues

Handle complaints professionally and provide appropriate solutions

Escalate technical or complicated issues to senior teams

Maintain support logs and daily activity reports

Update FAQs and help-desk articles when needed

Coordinate with warehouse or sales teams for issue resolution

Follow communication scripts and brand guidelines

Ensure customer satisfaction and minimize negative feedback

Required Skills:

1+ year of experience in customer support or virtual assistance

Excellent written English and polite communication style

Fast and accurate typing skills

Ability to multitask and manage multiple chats

Basic knowledge of support tools like Zendesk, Freshdesk, or HubSpot (optional)

Strong problem-solving mindset

Calm attitude while handling difficult customers

Ability to work daily and meet deadlines

Basic Excel or Google Sheets knowledge for reporting

Tools Used:

Zendesk

Freshdesk

HubSpot

Intercom

Gmail

Google Sheets

Slack

WhatsApp Business

Best Practices:

Respond quickly and professionally

Always recheck order details before replying

Ask clarifying questions before giving solutions

Stay calm in tough situations

Log each conversation correctly

Never make promises without confirming internally

Performance Metrics:

Average response time

Number of resolved tickets

Customer satisfaction rating (CSAT)

Message accuracy

Complaint resolution time

Daily productivity

Attendance and consistency

Deliverables:

Daily chat and email handling

Customer ticket logs

Daily and weekly reports

Issue escalation notes

Resolved case documentation

Budget:

$4 – $10/hour depending on experience and shift requirements

Timeline:

Ongoing long-term contract (monthly renewal based on performance)