CPT-11760 Customer Service Ticket Support & Order Documentation Virtual Assistant at 20four7VA
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CPT-11760 Customer Service Ticket Support & Order Documentation Virtual Assistant
Worldwide
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Administrative/Business Support
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CPT-11760 Customer Service Ticket Support & Order Documentation Virtual Assistant
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Title: Independent Contractor – CPT-11760 Customer Service Ticket Support & Order Documentation Virtual Assistant/Business Support VA/Junior-Senior Level (Remote).
Overview
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.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
Tracking Requests
Handle tracking inquiries where the information is already available in Backoffice, UPS Quantum View, or Zendesk
Locate shipment tracking details and send them to the customer
Document the response and solve the ticket
Document Requests
Retrieve existing order documents, such as MTRs, COCs, and invoices
Send the correct documents to customers through Zendesk
Verify order details before sending any document
Full Trace Documentation (After Training)
Review full trace requests and confirm what documentation is required
Locate, organize, and verify the required documents and order information
Provide complete documentation packages to customers once properly trained
Ticket Management & Escalation
Respond to assigned requests in Zendesk
Document every action clearly in each ticket
Close tickets once resolved
Escalate missing documentation, shipment investigations, refunds, cancellations, and complex issues to the appropriate team member
Backlog & Backup Support
Help clear the current backlog of routine requests
Serve as backup support in assigned areas
Take on similar customer service tasks when routine ticket volume is caught up
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,…