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Customer Service for a mobile app (Spanish speaking)

Published on the May 28, 2013 in Admin Support

About this project

Less than USD 10 / hour

I have a young mobile app (iPhone and Android versions) and I am looking for a customer service person who would be able to help me with answering user requests and keep track of new feature suggestions. You will be joining another customer service representative and should be open to work in a small team on distance.

Apart from the customer service, I am above all looking for a person who is passionate about the mobile app world, who loves helping customers (staying friendly even when they are "wrong") and who can find creative solutions when needed in order to help the customer. You will be successful in this project if the customer thinks "wow" about the overall experience of interacting with you. So a very friendly mindset, quick speed of response (often within minutes) and the ability to learn quickly are very important for this role.
Also, given that this is a mobile app support, it's important that you have an Android smartphone (in your application, could you please let me know if you have one and which model it is).

I'm currently using Freshdesk as a ticketing system, and it's fairly easy to learn it (it's very user-friendly and allows to be efficient, e.g. Via canned replies). However, it's important that each message is customised as needed to make it personal to every user. Over 80% of the requests come in languages other than English, so the more languages you speak, the better.
For the languages that you are not familiar with, you would use Google Translate to both understand the incoming request and to prepare a response in that language.

The current work volume is about 2-3 hours per day, distributed throughout the day (I prefer that the customer receives a response in less than an hour). It's preferable that you'd be available also on Sat/Sun (when not possible, we can back each other up on those days). Having a reliable internet connection is very important.

Depending on how quickly the user base grows, the work load may increase to full-time in the coming few months, so you should be open to this schedule-wise.

Depending on your skills and interests, this role can also include additional responsibilities in online marketing and in basic graphic design (if you are familiar with Photoshop or GIMP).

When applying, please start your application with "I love helping customers".

Category Admin Support

Project duration: 3 - 4 months

Skills needed

Customer Service

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