What skills should I look for in a customer support representative?
Look for people who are good at talking and listening. They should know how to solve problems fast and have a friendly attitude. Check if they have experience using support tools like Zendesk or Freshdesk.
How do I ensure the freelancer understands my brand's customer support needs?
Share your brand's voice and values with them. Give them examples of great customer service from your company. Make sure they know how you like your customers to feel after they get help.
What is the best way to define the scope of work for a customer support project?
Write down all the tasks you expect them to do, like answering emails or solving issues. Share how many hours you think it will take or the time you want the work done. Be clear about the tools you want them to use and any specific guidelines they need to follow.
How can I assess the cultural fit of a freelance customer support representative?
Talk to them and see if their values match with your company’s culture. Discuss their past experiences and how they handled similar tasks. Check if their work style aligns with your team's way of doing things.
What should I consider when discussing availability with a freelance customer support representative?
Make sure they know what times you need help and if it includes weekends or holidays. Discuss if they are available for emergencies. Confirm the hours they can commit to your project.
How can I effectively onboard a new freelance support representative?
Create a checklist of everything they need to know, like tools and procedures. Give them access to training materials or guides about your product. Set up a meeting to walk them through any important information.
How can I track the performance of a freelance customer support representative?
Use metrics like average response time and customer satisfaction scores. Ask them for weekly updates with highlights and challenges they face. This helps see how they are doing and where they can improve.
What communication tools are best for collaborating with freelance customer support representatives?
Use tools that support chat, video, and file sharing like Slack or Zoom. Pick a tool everyone on your team is comfortable using. Make sure it helps them stay in touch and updated with the latest information.
How can I ensure a smooth start to a freelance customer support project?
Set clear goals and deadlines so everyone knows what to expect. Provide all necessary resources and contact information. Regular check-ins can help iron out any early issues and set the project on a good path.
Who is Contra for?
Contra is designed for both freelancers (referred to as "independents") and clients. Freelancers can showcase their work, connect with clients, and manage projects commission-free. Clients can discover and hire top freelance talent for their projects.
What is the vision of Contra?
Contra aims to revolutionize the world of work by providing an all-in-one platform that empowers freelancers and clients to connect and collaborate seamlessly, eliminating traditional barriers and commission fees.
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