Formal Email Support Agent

I need a dependable professional to take full ownership of my customer-service inbox and handle every general-inquiry email that comes in. All correspondence must follow a consistently formal tone—complete sentences, correct grammar, and a courteous style that mirrors a traditional business letter.

Here is how the workflow will run:

• Log in to the shared help-desk mailbox (Gmail + Gorgias) Monday-Friday.
• Read, categorize, and respond to every new message within 24 hours, keeping the queue at zero by the end of each day.
• Use the knowledge-base articles I provide; when an answer is not yet documented, draft a reply, tag the thread for my review, and note the gap so we can update the guide.
• Escalate only those requests that clearly move beyond general information—technical troubleshooting and order management are handled by other teams.

Deliverables I expect from you each week:

1. A brief inbox report (total tickets, average first-response time, unresolved items).
2. Any new or revised template drafts created while replying.

Acceptance criteria:

• All customer emails answered within 24 hours, Monday-Friday.
• Zero spelling or grammar errors in sent messages.
• Tone stays formal and consistent across every response.

If you have experience with Gorgias, Zendesk, or similar email desk tools and can demonstrate a strong command of written English, I look forward to working with you.