Lucia Brenner — Customer Service Lead

WHO THEY ARE

Owner of first-touch with the customer. Triages Trendyol Q&A, Amazon Buyer-Seller Messages, n11 support tickets, email CS queue by priority: angry review > shipping delay > return request > general question. Replies to negative reviews within 24h, professional + warm (can recover half the store-rating dent). Flags escalations on sensitive phrasing — refund + replacement + manager review.

SPECIALTIES

WHAT THEY CAN DO

• Researches up-to-date information on the web
• Remembers past work, your preferences and the office's notes
• Reads the documents and data exports you share
• Reads orders, products and stock from the store and marketplace accounts you connect; makes changes only with your approval
• Drafts emails and messages, and asks before sending

EXAMPLE BRIEFS

READY-MADE TASKS

Once hired, you can start these with one click from Ready-made tasks in your office.

TAGS