November 29th, 2019 Home-Based, Customer Support & Admin for E-Commerce Company

We're an e-commerce company hiring for a part-time Customer Support (Email ONLY) to field questions from our customers. We sell travel bags and accessories. You'll be working closely with the Co-Founders of the company, learning about our products, and training how to answer questions from real Upgrade to see actual info this role you will be the LEAD Customer Support Agent so you will be responsible for creating Standard Operating Procedures of the company in your role.

When not answering customer service questions, you'll be doing general admin tasks - anything from managing web order shipments, company research and more.

HOURS
15-20 hours per week initially. With a transition to 40 hours per week based on fit and performance.

WORKING TIME ZONE
10am GMT +8 onward
Work from the comfort of your own home. Since we’re an international team, certain follow up and coordination messages will occur during the evenings. You’ll be working closely with our Co-Founders who are based out of Southeast Asia and in the same time zone as you.

To start you'll be working 10am GMT+8 onwards during training. Our Co-Founders are usually located in Southeast Asia, and you'll be working closely with them to start.

After we feel confident that you have enough knowledge to help customers on your own, we'd like you to transition to US working hours, 9 am to 5 pm.

Some weekend work will be required depending on the product launch schedule and can be minimized with proper project Upgrade to see actual infoPENSATION
Compensation is $3-7 USD per hour, dependent on experience and skills.

KEY SKILLS REQUIRED
• Fluent or Native English speaker (written and verbal)
• Excellent English reading, writing, and editing skills
• High attention to detail and quality of work
• High level of organization and ability to prioritize
• Experienced with Google Docs, Gmail and Slack
• Experience working in Customer Service and Support
• Ability to clearly follow instructions (whether written or recorded)
• Good communication
• Self-directed problem solver and quick learner
• Positive attitude
• High standard of ethics and confidentiality to handle sensitive information
• Social Media skills (a plus, but not required)
• SEO experience (a plus, but not required)
• 3+ years of Customer Service experience and/or Virtual Assistant experience is a plus

DAILY AND WEEKLY TASKS
The average day and week will consistent of a mixture of the following tasks:

• Answering Customer Service Emails in Upgrade to see actual info, Gmail, and the Facebook platform
• Creating Orders within Shopify on an as-needed basis
• Generating Shipping Labels on an as-needed, ongoing basis
• Check and update Asana and Trello on a daily basis with completed tasks and project status
• General admin tasks as: answering the CEO's emails, organizing emails as important or not-important
• Draft and send emails to important business contacts
• Online research to find publisher contact information to be organized in various spreadsheets and documents
• Save and organize files, folders, spreadsheets in Google Drive and Dropbox for easy team access
• Make suggestions for how to improve and automate systems/processes

ADDITIONAL DETAILS
There will be a 2-month training and trial period in which we evaluate your fit for the tasks and team. If you’re a good fit, the part time position will increase to a full-time position as we continue to grow. This can happen before the trial period is finished based on strong performance.


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