Flexible Email Support for Orders

I need an experienced, people-focused rep to take full ownership of our email queue. Almost every ticket involves order tracking, exchanges, refunds, or returns, so you’ll be the first point of contact for customers who just want their issue solved quickly and pleasantly.

Fluency in both English and Hindi is essential; our customers write in those two languages most often. If you can also answer the occasional question in Spanish or Mandarin, that’s a bonus, but the core requirement is rock-solid English/Hindi writing that reflects our friendly, down-to-earth brand voice.

You’ll log in to Zendesk (tied to Gmail and our Shopify store), pick up tickets, personalise the templates I provide, and keep response times tight—ideally well under 24 hours. When a request needs managerial approval or a warehouse action, simply tag and escalate; otherwise close the loop yourself and document the outcome.

Deliverables
• Timely, empathetic replies to every incoming email during your shift
• Accurate processing of refunds, exchanges and return labels inside Shopify
• End-of-day summary noting any open issues, tricky cases, or patterns you notice

Acceptance criteria
• 90 % of first responses sent within 12 hours
• Customer satisfaction rating ≥ 4.5/5 on Zendesk’s CSAT survey after two weeks
• All refund/return actions logged correctly in Shopify with zero financial discrepancies

I’d like to run a paid one-week trial at roughly 2–3 hours per day and scale from there. Please share examples of ecommerce email support you’ve handled, your average daily ticket volume, and your typical first-reply time.