Email and Live Chat Support

JOB TITLE: Customer Support Virtual Assistant – Email and Live Chat

EMPLOYMENT TYPE: Full-Time
WORK SETUP: 100% Remote

ABOUT THE ROLE

We are seeking a professional and patient Customer Support Virtual Assistant to assist customers through email and live chat. This is a non-voice position focused on providing accurate information and resolving customer concerns efficiently.

KEY RESPONSIBILITIES

• Respond to customer inquiries through email and live chat
• Assist with account, product, order, delivery, refund, and return concerns
• Provide accurate information based on company policies
• Document customer interactions in the CRM or ticketing system
• Escalate complicated cases to the appropriate department
• Follow up on unresolved cases until completion
• Maintain a friendly and professional tone in every interaction
• Meet response-time, quality, and customer-satisfaction targets
• Identify recurring concerns and report them to management
• Help update response templates and support documentation

QUALIFICATIONS

• Previous customer-service, live-chat, or email -support experience is preferred
• Strong written English with proper grammar and spelling
• Patient, professional, and solution-oriented approach
• Ability to manage several conversations or cases efficiently
• Good problem-solving and decision-making skills
• Familiarity with Zendesk, Freshdesk, Gorgias, HubSpot, Intercom, or similar systems is an advantage
• Willingness to work scheduled shifts, weekends, or holidays when required

TECHNICAL REQUIREMENTS

• Reliable computer or laptop
• Stable high-speed internet connection
• Quiet and distraction-free workspace
• Backup power or internet connection is preferred

HOW TO APPLY

Please submit your updated resume or CV and briefly describe your customer-service experience. Include the support channels and software you have used, your schedule availability, and your expected salary.