E-commerce Customer Service & General Virtual Assistant

Job Post: E-commerce Customer Service & General Virtual Assistant

We are a fast-growing e-commerce brand focused on wellness products (ice baths, saunas, recovery products). We primarily sell via our own website and platforms such as ---------- (a major platform in Belgium and the Netherlands). In the future, you may also handle customer service tasks for additional brands as our company expands.


Job Overview:

We’re looking for a reliable and detail-oriented Customer Service and general Virtual Assistant to manage daily customer support tasks, ensuring exceptional experiences for our customers.


Tasks & Responsibilities:

• Responding to customer emails promptly via Gorgias (essential experience)
• Managing returns, refunds, and exchanges accurately
• Handling replacement of defective products and logging these replacements carefully in Excel
• Managing Klarna and PayPal disputes effectively
• Responding to customer inquiries on ---------- (must be answered within 16 hours)
• Accurately logging important actions in our internal Excel tracking sheets
• Processing refunds, changes, and order inquiries within Shopify
• Escalating influencer or partnership inquiries directly to management
• Ensuring clear and proactive communication with customers and management
• Participating in daily/weekly reporting via Slack (daily at the start, later weekly)



Tools & Resources Provided:

• Comprehensive Excel sheet containing most frequently asked questions and corresponding answers, to assist you in quick and accurate responses.
• SOPs and video training (Loom) explaining the exact workflow and processes you will follow.


Required Experience & Skills:

• Excellent written and verbal English communication
• Minimum 1-year experience in Customer Service (E-commerce)
• Proven experience with Gorgias (essential)
• Experience with Shopify (managing orders, refunds, tracking changes)
• Experience with handling disputes preferably (Klarna, PayPal)
• Good proficiency with google sheet (excell)
• Strong organizational and problem-solving abilities
• Professional and reliable attitude


Technical Requirements:

• Stable internet connection and adequate home office setup
• Reliable computer (Windows or Mac)
• Quiet workspace suitable for customer support tasks



Type of Employment:

• Approximately 15-25 hours/week initially
(Potential to increase to full-time. Preference is given to candidates seeking long-term, exclusive employment.)



Salary:

• Hourly rate between $3 and $6/hour (based on experience)
• Payment via PayPal (bi-weekly or monthly, negotiable)
• Clear opportunity for salary growth with performance and loyalty


Who You Are:

• You’re proactive and able to solve customer issues independently.
• You seek stable, long-term work and professional growth.
• You’re detail-oriented and follow procedures closely.
• You can adapt quickly to our company’s workflows.


Why Join Us?

• Stable, long-term job opportunity with room for professional growth
• Transparent management and a supportive work environment
• Regular performance evaluations and raises
• Complete training and resources to help you succeed


How to Apply:

Please send your application including:
• Your CV/resume
• Brief introduction highlighting why you’re ideal for this role
• Hourly salary expectation (within the $3–$6/hour range)
• Please start with the word “watermelon” in your application to confirm you’ve read the entire posting.
• Description of your work setup (computer, workspace)
• Your experience specifically with Shopify and Gorgias
• Your availability (how many hours per week and preferred working times)