Experienced E-Commerce Virtual Assistant (Customer Support Specialist)

About Us:
We are a fast-growing e-commerce brand focused on delivering high-quality products and an excellent customer experience. We are looking for a highly experienced Virtual Assistant with strong customer service skills to handle our customer support inbox, resolve inquiries, and ensure each customer interaction leaves a positive impression on our brand.

Key Responsibilities:
• Respond promptly and professionally to customer emails via Gmail.
• Handle inquiries related to orders, shipping, product details, and returns.
• Provide polite, solution-focused responses to refund requests, exchanges, or complaints.
• Follow our company’s guidelines for tone, escalation, and customer satisfaction.
• Track and log customer feedback to help improve products and service.
• Collaborate with internal teams (fulfillment, marketing) to resolve issues quickly.

Requirements:
• 2+ years of experience in customer support for an e-commerce business (Shopify, Amazon, WooCommerce, or similar).
• Strong written English and excellent communication skills.
• Ability to remain calm and professional in challenging situations.
• Experience handling high-volume email inquiries via Gmail.
• Ability to work independently, manage priorities, and meet deadlines.
• Proven track record of reducing refunds and increasing customer satisfaction.

Preferred Skills:
• Familiarity with order tracking systems and refund processes.
• Experience handling high-volume email inquiries.
• Understanding of e-commerce returns and exchange policies.

Application Questions (please answer when applying):
1. If a customer requests a refund because they didn’t like the product, and even after you offer an additional 30–50% discount they still want to return it, how would you handle the situation to keep the sale?
2. How would you handle a customer who is upset about a delayed shipment?
3. Give an example of how you turned a negative customer experience into a positive one in your past role.
4. How do you prioritize urgent customer issues versus regular inquiries?

Customer Empathy & Problem-Solving Test Scenario:
You receive this email from a customer:

“I ordered this product for my daughter’s birthday, and it arrived two days late. She was so disappointed. On top of that, the box was damaged, and now I just want my money back. Honestly, I feel like your company ruined her special day.”

Write your full email reply to the customer as if you were sending it for real. Your goal is to:
• Show genuine empathy.
• Acknowledge their frustration.
• Offer a reasonable solution that could recover the customer relationship and ideally avoid a full refund.

Compensation:
Competitive hourly rate based on experience.

How to Apply:
Please submit your resume along with your answers to all of the above questions and the test scenario.
Only applicants who answer all questions and complete the test scenario will be considered for the job.