Email Support Assistant Needed

I’m looking for someone who can take ownership of our customer inbox and keep response times tight. Most of the messages you’ll handle are order- and delivery-related, so you should be comfortable tracing shipments, clarifying estimated arrival dates, and updating customers on any delays. Although the bulk of the work is straightforward order support, you’ll also be the first line of defense when complaints or refund requests land. I need calm, confident wording that turns a frustrated buyer into a satisfied one, all while following our refund policy and logging each case so it is easy for the fulfilment team to track. Please highlight any previous experience doing this kind of email support—especially situations where you resolved delivery issues. I’ll supply response templates and full access to order data; you’ll adapt the tone to suit the conversation and flag anything unusual. Your daily deliverable is simple: clear, courteous replies that solve the customer’s problem and keep our reputation strong.