Chinese-English Email Support VA

I need ongoing help managing our customer support inbox for a UK-based business that serves both English- and Chinese-speaking customers. Every weekday you will log in to our shared Gmail account, reply to incoming messages in the customer’s language, and keep the conversation friendly, concise, and solution-focused.

Clear, accurate translation between Chinese and English is essential; many enquiries involve product questions and shipment updates, so tone and detail must remain consistent across both languages. You’ll follow the reply templates I provide, adapt them when a situation falls outside the script, and tag any message that needs my direct input.

Because Gmail is the sole platform we use, you should already be comfortable with labels, filters, canned responses, and the basic shortcuts that keep response times low. Our customers expect an answer within 4 hours during UK business hours, and I’ll track that window through the built-in Google analytics.

Deliverables each day:
• Inbox cleared to “zero” or tagged for my review
• Replies written in fluent, natural English or Simplified Chinese as appropriate
• Brief summary in a shared Google Sheet noting any escalations, refunds, or follow-ups required

If you communicate clearly, keep the tone warm yet professional, and maintain that four-hour SLA, we’ll expand your role into light marketing email tasks later on.