Customer Support Virtual Assistant (Beauty E-commerce)

We are seeking a Customer Support Virtual Assistant (VA) to join our growing beauty e-commerce team.

Your main responsibility will be to handle customer inquiries, manage order updates, process returns, and communicate effectively with customers, agents, and tea ---------- mbers to ensure smooth daily operations.

You will play a key role in maintaining customer satisfaction, ensuring orders are fulfilled accurately, and supporting the day-to-day operations of our online business.

Working Hours
1. 4 hours daily, Monday to Saturday
2. Must be available to work occasionally on Sundays if required
3. Able to work extra hours when needed depending on business requirements

Responsibilities
Customer Support
1. Handle all customer inquiries, order questions, and shipping updates
2. Take responsibility for identifying and replying to urgent emails within 12 hours
3. Call customers for updates or urgent matters (if required)
4. Manage return and refund requests, providing alternatives to minimise returns
5. Provide tracking updates and shipping information to customers
6. Respond to customer emails professionally and promptly
7. Manage Facebook and Instagram comments, replying where needed
8. Handle chargebacks, PayPal claims, and disputes with banks

Order Management
1. Communicate with fulfillment agents via WhatsApp for order updates or issues
2. Liaise with couriers to resolve delivery problems
3. Pay and confirm orders on Shopify, verifying cost accuracy and flagging any price changes to agents
4. Update Google Sheets for cost of goods sold and other order-related data

Communication & Reporting
1. Report to management when priority issues arise
2. Report weekly on order performance, issues, and delays
3. Write to UGC creators for content updates and follow up daily
4. Phone calls may be made weekly to discuss reports, performance updates, and key issues

Teamwork & Growth
1. Work collaboratively with other VAs as part of a team
2. Be punctual, organized, and reliable in meeting daily tasks
3. Learn and progress to take on new responsibilities over time

Requirements
1. Fluent in English (written and spoken)
2. Previous experience in customer support for a Shopify e-commerce or dropshipping store
3. Able to process partial and full refunds via Shopify while offering the best solution to customers
4. Maintain accurate records of all refunds and customer communications
5. Familiar with AI tools such as ChatGPT
6. Able to prompt ChatGPT effectively to generate high-quality, empathetic replies to customers
7. Strong problem-solving skills and ability to offer the best solutions to customer concerns
8. Able to manage multiple tasks efficiently and meet response time requirements
9. Strong attention to detail and sense of responsibility
10. Able to work independently while communicating with the team

Software and Tools
1. Hubstaff – for time tracking and activity monitoring
2. WhatsApp – for internal communication and updates
3. ChatGPT – for drafting and improving customer replies
4. Outlook – for managing emails and customer communication
5. Shopify & Shopify Apps – for order management, refunds, and updates
6. UGC Platforms – for communicating with creators and content tracking
7. PayPal – for handling disputes and chargebacks

Training
1. Full training will be provided during onboarding
2. You can ask other tea ---------- mbers for help if unsure about any process

Salary
$3 USD per hour
Opportunity for increase based on performance and ability to take on more responsibility

Next Steps
If you are serious about applying:
1. Check that you meet the above requirements
2. Submit your resume and a short introduction explaining your previous e-commerce or Shopify experience
3. We will review applications and select candidates for interview

We are looking to start as soon as possible. We will interview to ensure you can communicate well and understand what we need.

Note:
This role is primarily focused on customer support, but as you progress, you will be given higher responsibilities with training provided to help you grow within the team.