Remote Support, Local Results. Experienced Customer Support and Virtual Assistance for you
With a proven track record in providing exceptional customer service, I offer a wide range of virtual assistance and support services.
I have extensive experience working with popular live chat and phone support software, including Zendesk Chat, Intercom, LiveChat, Drift, HubSpot Chat, JivoChat, LiveAgent, Genesys, HubSpot Service Hub, and Zendesk Talk.
I am proficient with project management tools like Jira, Confluence, and Notion. I have a strong understanding of customer service best practices and am adept at resolving customer inquiries efficiently and effectively.
Previously, I worked with Careem, where I handled inbound calls to assist customers with late food deliveries. I coordinated with riders and restaurants to ensure timely resolution of customer complaints. At Revolut, I provided comprehensive chat and e-mail support services, demonstrating my ability to handle multiple communication channels.
Work Terms
(a) Scope of Services
Customer Support: Provide comprehensive customer support via chat, e-mail, and phone, including ticket handling and other related tasks.
(b) Service Limitations: I will only work with legitimate businesses and will not engage in activities that are illegal, unethical, or harmful.
(c) Scope Definition and Measurement
The specific scope of work will be defined and measured in collaboration with the client. This may include:
Key Performance Indicators (KPIs): Establishing measurable metrics to track the effectiveness of customer support services, such as customer satisfaction ratings, average response time, and first-contact resolution rate.
Service Level Agreements (SLAs): Defining specific service levels and standards, such as response times, availability, and quality of service.
(d) Payment Terms
Billing Basis: I will work on an hourly basis, but other billing models (e.g., project-based, retainer) can be discussed with the client.
Payment Schedule: Payments will be made weekly. If there is a delay in payment, it will not exceed three days, and I may temporarily pause services until payment is received.
Late Payment Fees: There are no late payment fees.
Invoice Issuance and Acceptance: Invoices will be issued and accepted through the Guru platform.
Confidentiality
(e) Confidential Information: All information related to the client's business and customers, including but not limited to customer data, proprietary information, and trade secrets, will be considered confidential.
(f) Data Protection: The client may provide specific tools or guidelines for monitoring and protecting confidential information during work. Access to data will remain under the client's control. Additional security measures can be discussed as needed.