Customer Service VA (Dropshipping)

I’m running an e-commerce fashion brand and I’m looking for a reliable and proactive Customer Service VA who can become my right hand in handling customer communication. This is a long-term role where we’ll learn to work together as we scale the store and continuously improve our processes.

Tasks / Responsibilities:

Communicate with customers via Gmail: use templates as a base, but always adapt replies to the customer’s specific situation to ensure a positive experience.

Check order status and tracking through Parcel Panel, identify packages that are delayed or stuck, communicate with the supplier about the issue, and update the customer accordingly.

Handle product-related customer questions by checking with me or the supplier when needed, and provide clear, helpful answers to the customer.

Manage return and exchange requests: create replacement orders (e.g., different sizes), process refunds when required, and keep records updated in the provided sheets, ensuring all cases are handled quickly and consistently.

Escalate complex cases or issues they cannot resolve by logging them in the provided sheets for review.

Record and categorise customer complaints and common issues in the provided sheets, so patterns can be tracked and improvements made over time.

Proactively suggest improvements to templates, processes, and customer communication whenever opportunities are noticed, instead of just following instructions blindly.

Respond to all customer inquiries within 4 hours during US business hours (graveyard shift in PH).

Maintain a friendly, empathetic, and professional tone of voice in all customer interactions, while also standing firm for the brand when customers are being unreasonable or disrespectful.

Requirements

Fluent written and spoken English, with the ability to communicate clearly with both customers and me.

Previous experience in e-commerce customer service, including dropshipping, order tracking, and working with Shopify.

Familiarity with order tracking tools such as Parcel Panel (or similar platforms).

Stable internet connection and reliable computer setup.

Comfortable with regular video calls for training and communication.

Proactive and not afraid to suggest improvements.

Empathetic with customers, but assertive when needed.

Detail-oriented and organised in record-keeping.

Willing to work US business hours (graveyard shift in PH) and respond to customers within 4 hours.

Work Hours & Growth:

We will start very small, with less than 1 hour per day (around 5 hours per week) while this new store is still in the early stage. However, we also run another store that already handles up to 100 orders per day, so there is clear proof of growth potential. As this store scales, there will be opportunities to increase hours, responsibilities, and compensation.

How to Apply

To apply, please follow these steps carefully:

Start your application with the word BLUSH so we know you read this job post fully.

In 3–4 sentences, explain how you would calm down an angry customer who hasn’t received their package yet.

Tell us briefly about your previous experience with e-commerce customer service, including any work with Shopify and order tracking tools.

Let us know what time zone you’re in and confirm that you are comfortable working the US graveyard shift.

Applications that do not follow these steps will not be considered.

I’m looking for someone who is not only skilled in customer service, but also values clear communication with me. I want a VA who is eager to grow with the business and isn’t afraid to share ideas, updates, or concerns openly.