Customer Service Virtual Assistant

About Us:
We are a fast-growing e-commerce company specializing in custom watches. We pride ourselves on providing an excellent customer experience and are now looking for a dedicated Customer Service Virtual Assistant to support our daily operations.

What You’ll Do:
• Respond to customer inquiries across multiple platforms (Tawk.to live chat, email, Slack)
• Handle and resolve chargebacks through Stripe, PayPal, and Shopify
• Manage and follow up on orders, returns, and fulfillment issues
• Collaborate with AI tools like ChatGPT to streamline responses and improve efficiency
• Coordinate with suppliers and fulfillment partners when needed
• Track shipping issues and provide updates to customers
• Escalate critical issues to management
• Maintain accurate customer records and internal notes

Requirements:
• Proven experience in e-commerce customer service (Shopify preferred)
• Excellent written English communication
• Familiarity with Stripe, PayPal disputes, and chargeback handling
• Experience using Slack and Gmail professionally
• Comfortable with using live chat tools (Tawk.to experience is a plus)
• Tech-savvy and able to work with AI tools (ChatGPT, etc.)
• Detail-oriented and organized
• Proactive, problem-solving mindset

Bonus Points:
• Experience with order fulfillment processes and working with suppliers
• Familiarity with watch or fashion accessories niche
• Basic understanding of shipping platforms and tracking tools

What We Offer:
• Long-term remote position
• Flexible working hours
• Opportunity to grow with a fast-moving e-commerce brand
• Supportive and tech-forward team environment