$165.00 Fixed
Project overview
Our online store gets busy during a sale and our small team cannot answer every message quickly. We need a polite, reliable person who can reply to customer emails and live chat during agreed hours for two weeks.
What you will deliver
- Replies to customer emails within 4 working hours
- Live chat coverage for 4 hours per day
- Use of our approved reply templates
- Escalation of refunds and complaints to the owner
- A daily log of questions and issues
- A short summary of common problems at the end
What we are looking for
- Customer support experience, ideally in e-commerce
- Clear, friendly written English
- Stays calm when customers are upset
- Reliable during the agreed hours
Notes on the deliverables
'escalation of refunds and complaints to the owner' is one of our priorities, so please tell us early if you foresee any difficulty with it. For 'a daily log of questions and issues', please send the result in a clearly named file or link so that we can review it easily. Please confirm in your proposal that 'a short summary of common problems at the end' is something you have done before. We will check 'live chat coverage for 4 hours per day' carefully against the brief, so please double-check it before you deliver.
Budget and payment
The fixed budget for this support work job is USD $165. The price is firm, so please apply only if it works for you. Payment will go through the platform's secure system, and we release it promptly after the work is approved.
Who we are
We are a small, friendly business that values clear communication and fair treatment of freelancers. We respect your time, give clear instructions and pay promptly for approved work. We would like this support work to be a positive experience for both sides.
What you can expect from us
All the material we have collected for the support work will be shared on day one. One person on our side will make decisions, so you will not get conflicting instructions. We want you to be able to focus on doing excellent work.
A note about applications
A great proposal talks about this support work job, not about your whole career. Tell us about a similar project and what you learned from it. Please do not copy and paste the same message to every job.
Schedule and milestones
The target is to complete the support work within about two weeks. Please tell us honestly whether this works for you and when you could start. If you expect a delay, please tell us as early as possible, because a short honest message is always better than silence.
Project scope
This post describes everything we expect to be included in the support work. We would rather agree on the details at the start than discover a misunderstanding halfway through. Anything beyond the list will be handled as a separate, clearly priced request.
Choosing a freelancer
We look at similar past projects, the quality of your proposal and whether you can meet the deadline. Please do not apply with a very low price just to win, because we value a good support work over a cheap one. We might contact two or three people for a short chat before deciding.
Privacy of our information
We will share information about our business that is not available publicly. Please do not show this material to other clients or in public places. We are happy to sign a simple confidentiality agreement if you prefer.
Revisions
We include two revision rounds so the result matches what we need. Our feedback will come as one organised list instead of many separate messages. If something does not match the original brief, fixing it is not counted as one of the rounds.
Possible future work
We are a growing business and expect more work like this support work in the coming months. We would prefer to give future work to someone we already know and trust. We also reward good work with honest reviews and referrals to other businesses we know.
Our ideal match
We are looking for someone with a few years of solid experience who can work with only light supervision. We like freelancers who ask questions when something is unclear. Reliability, meaning answering messages and keeping promises, makes a big difference on a support work job.
Communication
We reply to messages within one working day and expect the same from you. All key decisions should be written in the project chat so nothing gets lost. Clear, polite and proactive communication matters to us as much as the final support work.
Availability and working hours
You are free to organise your own time, as long as the support work is delivered as agreed. Please tell us in your proposal when you are normally online. Please let us know in advance about holidays or other commitments that could affect the schedule.
Applying for this job
A good proposal for this support work is brief and includes:
- Two or three relevant samples or links
- How you would handle the main deliverables
- Your start date and delivery date
- Anything in the brief that is unclear to you
Thank you for reading, and we look forward to your proposal.
- Worldwide
- Proposal: 0
- Verified
- Less than a month
