We are looking for a short term cover to help answer customer phone enquiries. We are a new e-commerce brand in the homewares space. The cover is needed immediately covering initially till the end of August but may potentially be extended.
At present most of our customers prefer email contact (which is fine as the existing team can cover) but occasionally we get the odd phone call, usually if there is an issue with an order.
The nitty gritty a) Be able to answer the phone if it rings is a must during UK hours (Mon-Fri 9-5.30pm). The phone will be answered using a VOIP service so you will need to download the app for your phone or computer. So having good internet is a must. We understand a lot of us are working from home at the moment, but as long as you can communicate with the customer clearly we understand there is some background noise b) Good personable manner is needed. The reason customers call is because something has gone wrong with their order (eg: courier didn't deliver it) so empathy and being proactive to offer a solution is a must. This may include offering a refund or reorder of the item and providing any goodwill voucher c) Experience with Shopify is a plus but not essential. It is easy to learn and as long as you can view orders its fine. If you are not comfortable in creating re-orders or issuing vouchers/refunds its fine. You can just let the customer know and raise a ticket via email to us and we can cover it in the background.
The Budget As mentioned we don't expect the phone to ring much if at all during the 3 week period. Therefore we are proposing a retainer of 4 hours of your standard hourly rate. This is of course guaranteed only if you have uptime and answer calls. On top of this we will pay 50% of your hourly rate per customer call you take (most calls only last 5-10 mins max).
Please get in touch if this is of interest or if you have further questions!
