Job Overview:

Our client is seeking a Customer Support Specialist to own the email-based customer support experience for an active e-commerce store, handling everything from straightforward product inquiries to more complex customer situations that require patience and problem-solving. This is a text-only role where you will be the first point of contact for customers, managing their concerns efficiently while keeping internal stakeholders informed of any issues requiring escalation. You will work independently within a structured schedule, providing daily summaries of activity and flagging urgent matters as they arise.

Schedule: Monday to Friday, 11:00 AM to 3:00 PM UK time zone; Part-time, 20 work hours per week

Responsibilities:

• Manage all incoming customer support emails with timely, professional responses.
• Handle straightforward product and shipping inquiries independently.
• Provide detailed guidance and support for customers requiring additional assistance.
• Monitor and process courier refund claims within required timeframes to avoid revenue loss.
• Escalate complex issues to management with clear context and urgency indicators.
• Send daily summaries of completed tasks, outstanding issues, and items requiring attention.
• Maintain consistent communication during peak inquiry periods to prevent backlog.
• Log into the designated customer support email account daily and manage the inbox to zero when possible.

Requirements:

• Proven experience in email-based customer support, preferably in e-commerce or retail.
• Excellent written communication skills with attention to tone and clarity.
• Ability to work independently with minimal supervision.
• Strong organizational skills to manage fluctuating inquiry volumes.
• Comfortable working Monday through Friday within UK business hours.
• Reliable internet connection and ability to maintain consistent daily availability.
• Experience using email platforms and comfortable navigating Google Workspace tools.

Preferred Qualifications:

• Experience with shipping, logistics, or courier claim processes.
• Experience working with e-commerce platforms or order management systems.
• Familiarity with handling refund and return inquiries.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

Important Disclaimer:

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