E-commerce CSR
• Responds and provide knowledgeable answers to customers email inquiries thru Zendesk tickets in regards to their inquiries such as order status, delivery timeframes, etc
• Responds to brand's customers via Facebook/Instagram inbox and comments, handling reviews and such
• Processing orders, returns, replacement, warranties, and refunds.
• Deal with orders in the back office and liaise with logistics (warehouse and couriers for Australia, USA, Canada, Europe, United Kingdom, New Zealand, and Asia)
• Manage ongoing customer relationships utilizing our CRM tools such as Zendesk and Shopify
• Delivering 100% customer satisfaction in regards to dispatch of products and ensuring after-sales support is being provided.
• Handling inbound/outbound phone calls, emails, and chats from online customers.
Customer Service :
• Chat and Email support
• Inbound and Outbound Call Handling
• Troubleshooting
• Generate sales leads
• Answering product inquiries
• Processing orders, forms, applications, and service requests.
• Handles complex complaints
• Keeping records of customer interactions, transactions, comments, and complaints.
General Virtual Assistance:
• Data Entry
• Executive Assistance
• Proficiency in Microsoft Office and Google Docs
• Email Management/Filtering
• Project Management
• Calendar Management
• File Management
• Transcription (transcribing voicemail, video or audio, podcast etc.)
• Internet Research
• Form Creation
• Database building (eg. updating mail or contact lists on your CRM)
• Making Reports (Creating basic reports (reports on weekly tasks, deliverables, sales)
• Sending Invoices
• Booking appointment with clients
• Following up with clients/customers (sending thank you and other reminder emails
• Receptionist duties (answering occasional calls)
• Personal errands(purchasing gifts for loved ones/family members)
• Hotel and Flight Booking
• Answering support tickets (with the use of Zendesk)
• Dropbox / Google Drive Organization
Social Media Management and Marketing (SMM) :
• Set up Social Media Accounts (Facebook, Twitter, LinkedIn, Youtube)
• Manage and update Social Media Accounts
• Tracking of Social Media Accounts
• Facebook Ads
• Marketing Plan
• Posting and Scheduling Facebook Insights
• Promotions and Marketing
• Content Planning
• Uploading Videos on Youtube
• Youtube Optimization
• Moderating Youtube comments
• Uploading videos to other Video Sharing Sites / Social Media
Lead Generation:
• Building Lists
• Email handling and responding
• Generating Leads via Social Media
• Generating Leads via Google and SERPs
CRM:
Shopify
Zendesk
Salesforce
Hubspot
Siebel
EStore
My mission is to provide customized virtual business management and support services to established business owners and to take the weight off their shoulders, giving them back the time and energy to run a successful business.