What's included

• Email & Inbox Management

  Manage client and support inboxes efficiently, ensuring timely, organized, and professional responses. Handle customer inquiries, complaints, and escalations, ensuring issues are resolved quickly and effectively. Work with platforms like Gorgias, Zendesk, Zoho, Reamaze, Intercom, HubSpot, Salesforce, Outlook, and Gmail to maintain seamless communication.

• Live Chat Support

  Provide real-time chat support through Tidio, Facebook Messenger, Intercom, and website chat widgets. Ensure quick response times and personalized customer interactions to improve satisfaction and retention. Collaborate with internal teams to resolve customer issues efficiently.

• Phone Handling & Customer Engagement

  Manage inbound and outbound calls, handling customer inquiries, troubleshooting issues, and providing product guidance. Support sales teams by qualifying leads and enhancing customer satisfaction. Extensive experience handling calls in industries such as retail, subscription services, and utilities.

• Client Success & Onboarding

  Guide new clients through a structured onboarding process, ensuring they have a seamless and positive experience. Provide one-on-one training sessions and walkthroughs of products, services, and platforms. Develop and implement client retention strategies, keeping customers engaged and satisfied. Act as a trusted advisor, proactively identifying clients’ needs and offering tailored solutions. Manage client relationships, ensuring ongoing support, satisfaction, and account growth

• SOP Creation & Team Training

  Develop Standard Operating Procedures (SOPs) to establish clear and efficient workflows. Create Loom video tutorials for teams to reference in daily operations. Train new hires and existing staff, improving efficiency and customer service quality.

• Customer Experience & Performance Optimization

  Conduct Root Cause Analyses to improve customer interactions and reduce recurring issues. Track and analyze customer satisfaction metrics, identifying areas for service improvement. Assist in developing client loyalty programs and engagement strategies to boost retention.

• Industry Expertise & Technical Proficiency

  Specialized experience in e-commerce, SaaS, telecom, utilities, and B2B services. Proficient in platforms like Shopify, Cin7, Magento, Gorgias, Zendesk, Go HighLevel, Salesforce, Asana, Trello, Slack, Microsoft Office, ClickUp, Monday.com, and more. Adept at managing social media interactions, email support, and live chat customer service.