Email Support & Lead Qualifying

My support inbox receives a steady flow of enquiries each day, and I’m handing the front-line responses over to capable assistants. The task revolves around email only right now, though I may add live chat later, so comfort with that possibility is useful but not critical.

Your day will involve answering the familiar “how-to” and “where-is-my-order” questions, resolving order, return, and basic account issues through our internal portal, and keeping an eye out for messages that could turn into sales. When you spot a warm lead, qualify it with a quick set of questions and book the call directly onto my calendar.

Whenever a customer’s question falls outside clear guidance, the next step is simple: reply asking for the missing details before escalating anything internally. I prefer this approach over auto-forwarding or canned responses because it keeps the conversation helpful and personal.

Deliverables
• Daily inbox zero: every email either answered, scheduled for follow-up, or flagged with notes
• Accurate records of returns, replacements, or account changes completed in the portal
• Calendar slots filled for qualified leads, with contact notes attached
• Weekly summary highlighting common issues and potential improvements

A good grasp of written English, polite tone, and the discipline to follow knowledge-base articles will be key. Experience with any modern help-desk or CRM system is a plus, but if you are organised and communicate clearly, you’ll do well here.