Customer Service – Live Chat, Text, and Email Agent

Pay: $5/Hour
Hours: ~23 Hours a week
You must be available for 23 hours a week on US hours (3 PM PST- 6 PM Pacific Standard Time, Monday – Friday; 10 AM – 6 PM Pacific Standard Time on Saturday).
This means in the Philippines time (6 AM – 9 AM Monday through Friday, then 1 AM – 9 AM on Saturdays).

We are looking for a Virtual Customer Service Representative for our online retail website. You will be the frontline of our customer support team, ensuring that our clients receive prompt and helpful responses to their inquiries. You will be responsible for handling live chats, emails, and text messages from our customers, addressing their concerns, and providing solutions. We will provide you with training to learn our standard operating procedures. At our company, we use Slack to communicate to each other. Everything will be through text or email at this time, but may transition to phone at a later day.

You will be using Gorgias CRM software and Shopify. We can train you on this.
Please type the word “grape” in the title of where you apply.

Key Responsibilities:
• Respond to live chat, email, and text message inquiries from customers in a friendly environment.
• Provide accurate information and assistance to resolve customer issues or concerns.
• Document and track customer interactions and inquiries in our CRM system.
• Communicate with customers who want to cancel, modify, or change their orders and relay all information to shipping department in a timely manner before the items are shipped.
• Create and maintain a Google Doc file of all standard operating procedures of your job. This document needs to be a step-by-step guide on all of our customer service.
• During your free time between customers, we will provide you with data entry, calendar scheduling, basic accounting, and internet researching which we will train you on.

1. Do you have previous chat/email customer service experience? If so how long?
2. Are you familiar with Shopify – how to find orders, modify, cancel, and refund orders?
3. Have you used Gorgias before? (not required)
4. Can you also speak English properly in case we want to move you to voice later?
5. Do you have any other skills that you want to share? (For example, Video editing, Photo Editing, Accounting, Etc)?
6. What is your WhatsApp phone number in case we want to reach out to you?