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20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
An established online metals supplier is adding a second VA to support its Customer Service team by handling routine customer tickets and reducing the volume of straightforward requests.
The VA will start with tracking inquiries and basic document requests, providing customers with tracking details and existing order documents such as mill test reports (MTRs), certificates of conformance (COCs), and invoices, and documenting and closing each ticket in Zendesk. After training, the VA will move into full trace documentation support. Complex issues such as missing documentation, shipment investigations, refunds, and cancellations stay with the Customer Service team.
The goal is faster ticket response times, a smaller backlog, and more time for the Customer Service representatives to focus on phone coverage and complex customer issues. The ideal candidate is accurate, organized, and comfortable working through a high volume of written customer requests.
Contractors will be required to provide services that align with the following client tasks:
Tracking Requests
Document Requests
Full Trace Documentation (After Training)
Ticket Management & Escalation
Backlog & Backup Support
Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.
The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:
IDEAL CANDIDATE PROFILE
APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
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