Mobile App Customer Chat Assistant

I need a personable, detail-oriented assistant to handle live customer service chats that come through our mobile app. Almost every message you will receive falls into one of two categories: customers wanting real-time order tracking information or customers requesting a return or refund.

Our in-app chat is the sole channel you will use; no email or social media queues to juggle. I will provide access to our order-management dashboard and step-by-step refund guidelines so you can locate tracking numbers quickly, verify delivery status, and submit return labels or refund approvals without delay.

Consistency matters: replies must stay under two minutes during your shift, use a friendly tone, log any escalations for me to review, and close each conversation only after confirming the customer is satisfied.

Deliverables
• Live chat coverage during the agreed-upon hours inside the mobile app
• Accurate order-tracking updates pulled from our system
• Proper initiation of return/refund workflows following the script I provide
• End-of-day summary noting chat volume, common issues, and any tickets that still need follow-up

If you already know tools such as Zendesk Chat, Intercom, or Freshchat, you will feel at home immediately, but I am happy to walk you through our setup on day one. Reliable availability, clear written English, and a calm, helpful attitude are the keys to success here.