Remote Customer Support Chat Agent

A large retail company is looking for customer support operators to handle client chats. This is a long-term project with possible extension.

Scope of work:
• Respond to customer inquiries in chat using provided scripts and knowledge base
• Assist with common questions: order status, return policy, delivery, loyalty program
• Escalate complex cases to a senior operator per checklist
• Keep brief notes on each inquiry in the CRM (access provided)
• Meet response time SLA (under 2 minutes)
• Work a fixed schedule: 6 hours per day, 5 days per week (shifts agreed in advance)
We provide:
• Online training (2 days, paid)
• Scripts, knowledge base, escalation checklist
• CRM and chat panel access
• A supervisor for support during the first week
• Hourly payment via Milestone
Freelancer requirements:
• Fluent written English
• Stable internet and a quiet workspace
• Attention to detail, politeness, ability to follow scripts
• Willingness to work a fixed schedule
• Communication only via Freelancer chat
• Willingness to complete a short test task (5–7 sample inquiries)
Rate: 6 per hour (paid via Milestone, hours tracked via Freelancer Time Tracker)
Volume: 30 hours per week, start immediately after training
Language: English

Important: All communication, file delivery, and payment must go through the Freelancer platform. Hours are tracked only via Freelancer Time Tracker. No off-site payments or data transfers. Please do not apply if you are not comfortable with a fixed schedule and a test task.