E-Commerce Customer Support and Operations VA

We’re seeking a dedicated Customer Support and Operations Specialist to join us in our journey with our E-commerce Amazon and Shopify brand. Here’s what we offer and what we’re looking for:

What We Offer:

- A Journey with a Growing Brand: Be part of our expansion journey, filled with rewards and challenges.
- Freedom & Financial Satisfaction: Enjoy the autonomy in your role and the financial benefits that come with it.
- Supportive Team Culture: Work in an environment that promotes cooperation, ownership, continuous improvement, support, and kindness.
- Focus on Growth: Opportunities for personal and professional growth in a rapidly evolving business.

What We’re Looking For:

- Full-Time Dedication: Your schedule should be open and flexible, dedicated 100% to us without other jobs or freelancing activities.
- Proactiveness: Be ready to take initiative and integrate seamlessly into our team.
- Willingness to Learn: While experience with Amazon and Shopify is a plus, it’s not mandatory. A willingness to learn and adapt is what we value most.


Key Responsibilities:

Customer Support

- Compile and provide a list of customer suggestions and recommendations to the team.
- Email and chat support: respond to customer inquiries and concerns.
- Phone support: taking phone calls via CallHippo
- Monitor and update review count, completing related Excel files.
- Identify and contact potential affiliates, distributors, and influencers.
- Import Amazon reviews to Shopify.
- Process replacements and refunds.
- Create, check, and follow up on Amazon cases.
- Compile a weekly list of negative reviews.
- Find and contact negative reviewers.
- Answer Seller Central and Google messages.
- Monitor Amazon listings and inventory levels.
- Respond to Amazon product questions.
- Prepare weekly reports.
- Create and maintain Standard Operating Procedures (SOPs).

Operational:

- Send products to customers via Amazon Fulfilment.
- Fulfill Shopify orders.
- Create new Shipments to Amazon Warehouses.
- Cooperate and coordinate with our shipping agent.
- Complete and update the Shipments Excel sheet and track them weekly.
- Update the quantities for all products, taking into account units in stock, in production, in transit, and any other locations.
- Insert new orders details and update the payment status for the old ones.
- Manage PayPal orders, including adding tracking IDs.
- Perform additional operational tasks as needed to support the business.

Requirements:

- Fluent in English, both written and spoken.
- Proven experience in customer support or similar roles.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Attention to detail and excellent organizational skills.
- Ability to work independently and manage multiple tasks.
- Familiarity with e-commerce platforms such as Shopify and Amazon.
- Proficiency in Microsoft Excel and other Microsoft Office applications.
- Experience with CallHippo, Live Chat, and other customer support tools is a plus.

Additional Benefits:

We offer double payment for weekend working hours.
A 13th salary bonus at the end of the year.