Customer Service Manager & Virtual Assistant | Exciting Australian Home Brand

The Virtual Assistant/Customer Service Manager will support our exciting Australian e-commerce brand specialising in thoughtfully designed home products.

This remote role demands an individual who can seamlessly blend administrative duties with superior customer service, specifically catering to our Australian customer base.

The ideal candidate will excel in a fast-paced environment, possess strong English language skills, and have experience in managing customer service platforms.

Responsibilities include:

Providing exceptional customer service and resolving customer issues via FreshDesk, email, and Meta Business Suite.

Order processing, shipment tracking, and handling returns/exchanges.

Developing and updating SOPs for streamlined operations.

Administrative duties including data entry, scheduling, correspondence, and document management.

Coordination and clear communication with international and local warehouses, suppliers, and logistics providers.

Monthly reporting on customer service metrics and operational performance.

Social media monitoring and moderation, responding to comments, and direct messages using Meta Business Suite.

Our brand prioritizes operational excellence, including fast shipping, industry-leading dispatch times, detailed order tracking, and thoughtfully designed packaging. We maintain a customer-centric culture, aiming to resolve most issues within 24-48 hours.

2. Tools & Platforms:

Essential: FreshDesk, Shopify, Notion, Google Sheets, Excel, TimeDoctor, Meta Business Suite.

3. Availability:

Minimum 2 hours/day, 6 days/week, with flexibility to increase hours.

Commitment to 2-4 hours weekly for pre-approved professional development training.

4. Remuneration:

Hourly rate between USD $5-$10, based on experience and demonstrated skills.

Opportunity for performance-based remuneration reviews and increases based on tenure.

5. Communication:

Regular updates and clear communication.

6. Commencement & Probation:

Immediate start, with an initial 2-week trial period.

Followed by a structured 60-day probation period.

Initial training and handover conducted by the existing manager.

7. Confidentiality:

Adherence to standard Non-disclosure Agreement (NDA) clauses to protect company information.

8. Termination:

Clear terms outlining notice periods for termination by either party.

9. Payments:

Clearly defined payment method and schedule agreed upon commencement.

10. Additional Expectations:

Genuine respect and interest in visual arts, design, and home interiors, aligning with the ethos and aesthetic of our brand.