Customer support, courtesy calls and ticket processing

As an SMS solution provider we offer SMS services based on premium subscriptions. As we strictly follow all governmental rules we offer multiple ways for our end users to stop their SMS subscriptions. In some cases end users contact our customer service, both by phone or e-mail. # To support our customer service we’re looking for a partner who will take care of: - processing incoming e-mail (via our own online ticket system), both in Spanish and English - outbound courtesy calls, in English, region Canada for a fixed number of 20 hours a week. # Additional information regarding the outbound courtesy calls: Stopping is easy and instant, but in some cases we have to call back an end user as part of our service. End users want to know how to stop the SMS service or they say that they never agreed to this service and want their money back. You have to convince them to send an e-mail to our customer service so that we help them via e-mail. Most important is that you deal with the, sometimes, strong emotions of our end users. Important: the procedure to follow is very very easy. You do not have to sell anything, or solve problems, just listen and move the conversation to e-mail. Via e-mail we can help the end user. Nothing more, nothing less. # Additional information regarding the incoming e-mail / tickets processing: We receive incoming e-mail messages in our online ticket system (Zoho Support). Most of the e-mails are basic requests and questions. 90% of the tickets are easy to handle with predefined e-mail templates. Each ticket also require a simple task in our online SMs platform. Difficult tickets or so called ‘escalations’ will be hand over to our team. # Requirements: - Skills, outbound calls > For outbound calls fluently English speaking. Able to deal with complainers and emotional people. - Skills, e-mail and ticket processing > For e-mail processing fluently in writing, both English and Spanish. - Time zone > You have to make outbound calls to our end users in Canada. Outbound calls between 10.00 AM and 08.00 PM Canadian (EST) time. - Working hours > Fixed 20 hours a week. You’re able to process the incoming e-mail at the time you prefer. At least 2 times a week we prefer to touch base with you to talk over the weekly operations. Our time zone is The Netherlands. - Work place > Work from home is no problem. Outbound calls are made through Skype, we will setup an account for you. You'll need a fairly high speed Internet connection. - Response time > Due to legalisation we have to process incoming e-mails, during normal business days, within 24 hours. - Payment > Payment by PayPal. Your bid: Send us a bid for 4 weeks of providing your services based on previous information and requirements. We offer 2 milestone payments: the first one after two weeks and the final one after 4 weeks. After the 4 weeks we evaluate our cooperation. When both parties feel comfortable we extend the cooperation into an ongoing status. Jack