Versatile Customer Support Virtual Assistant

I need a proactive assistant who can keep all of our customer-facing channels under control while taking on light research and document tasks throughout the day. Your top priority will be responding to questions that come in through email, our website chat widget, social media direct messages, and the messaging tools inside our online marketplaces. Fast, friendly, and clear replies that stay on brand are essential; most answers can be pulled from our internal knowledge base, and I’ll flag anything that needs escalation.

Between message bursts you’ll jump into ad-hoc online research, compile findings in Google Docs or Sheets, tidy up existing documents, and track simple data points we rely on for weekly reports. Clear written English, strong attention to detail, and comfort switching between multiple browser tabs and productivity tools will set you up for success.

Deliverables
• Inbox and chat queues at zero by end of shift, with first responses sent within one hour of receipt
• Daily log summarising handled issues, follow-ups needed, and any FAQs that should be added to the knowledge base
• Research notes or documents formatted and filed in the shared drive before sign-off each day

I’ll provide all brand guidelines, canned responses, and platform logins. If you’re organised, tech-savvy, and enjoy helping customers quickly, I’m looking forward to working with you.