Customer Service Freelancers - Remote Location

Our startup in the food business is looking to build a team of customer service freelancers who can work (a) flexi hours (b) from remote locations. The role would be to respond to customer service queries that come via email as either text or a voice mail message (No voice based customer interaction is required). In both cases, a written response is required. ROLE DETAILS 1. Understand the business model and the overall customer service philosophy 2. Understand what are all the common queries and what are the responses expected 3. Read / listen and clearly understand what the service issue being escalated to the company 4. Where immediately resolvable, ensure a 5 min response time 5. Where escalation is required (further investigation, financial implication, etc.), respond to customer within 5 mins and ensure escalation. 6. Overall, ensure that customer service issue is satisfactorily resolved. SOME KEY POINTS 1. Freelancer needs to have access to a laptop and the internet (preferably broadband access) on a continuous basis 2. An net / mobile ticketing and tracking system access would be provided 3. Each freelancer would be compensated on a per issue resolved with good bonuses for speedy and satisfactory resolution 4. English reading and writing knowledge is compulsory. Knowledge of another Indian language is also required. Responses in languages may be given through a suitable translation tool like Google Translate. 5. No specific time commitment is expected and the freelancer has the option to work on demand