Sales & Customer Support Virtual Assistance for Shopify eCommerce

*Job Quick Look & Overview*
Have a quick look at the information just below, and if you think you’re a good fit, go ahead and keep reading!

*TITLE:* Sales & Customer Support Professional.
*HOURS:* full-time employment working on American Eastern Standard Time Zone.
*SALARY:* depending on your skillset, pay will be between USD $700 to $1100 per month.
*DUTIES:* you’ll work directly with the owners assisting in tasks related to an eCommerce business. Duties include live chat, phone support, lead follow up and Shopify general administration tasks.
*REQUIREMENTS:* strong communication skills and able to speak and write in fluent English. Other requirements listed below.
• Note: this is a remote-based position, so if you plan to work from home, you’ll need to have a reliable internet connection.

*Job Details*
As a Sales & Customer Support Virtual Assistance, you’ll be working full-time directly with the owners of online eCommerce stores targeting the United States demographics. Since you’ll be working directly with the owners, this is a great opportunity to increase your knowledge about eCommerce also while further growing your communication skills from a sales and customer support position.

We intend for this job to be a fully-remote position with the ability for you to work from home. For the on-boarding process, if possible, we may ask you to join one of the owners during the first 3-months so that we can work in-person and get you up to speed.

*What’s The Opportunity?*
In essence, you’ll be the front-liner and often be the first contact of our brand. This means it’s critical you carry yourself in a professional but also respectful way. The products of the brands you’ll be representing often cost several thousands of US dollars, so this is a great opportunity for you to gain a unique skill set in speaking to those seeking luxury goods to establish yourself as a credible and reliable sales & customer support individual.

Your work ethic and skill set will have a direct impact on our growth. Since you’ll be working directly with one of the owners for several months, we’ll be providing training in several areas and giving you insights towards what makes our business model successful, thus helping you grow as a professional in this industry.

Lastly, and likely one of the most exciting parts of this opportunity is that you’ll be part of the growth of this company. Getting your foot in early will put yourself in a great position if you choose to stick with us for the years to come.

*What To Expect From The Position?*
If you’ve ever worked for a big company and felt like just another number, that will not be the case for this position. We are a small company and your communication and input will have a direct impact on the growth of this business.

We’ll first on-board you with product knowledge so that you can answer customer questions comfortably and confidently. At the same time, we’ll be introducing you to several processes and procedures so ensure the team is on the same page with strong communication. Of course, there is more that goes with this and we’ll cover it all more in-depth during your on-boarding, but I’m sure you’re wondering what the day to day tasks will look like. As mentioned before, you’ll be one of the key foundations of this company working directly with the owners, so as you grow, your position, responsibilities, and pay can grow with it. Once we’re comfortable your up to speed, you’ll be having do the following:

• Assisting as an operator for customers via live chat.
• Handling customer support for incoming phone calls.
• Contacting warm leads to gather their questions and then following up with them.
• Returning customer emails.
• Inquiring to our warehouse about stock status and expected ship dates, and then inputting the data into our system.
• Inputting tracking numbers for new shipments.
• Assist in webshop growth and development by adding product information in the backend of our Shopify store.

While these are just some of the tasks to expect, you might not do all these in a single day. Also, we’re here to work together which means if you have a strong work ethic and a good attitude, we’ll be able to adjust and work around your strengths in-time.

Since our customer-base is located in the United States, you’ll be expected to work from 9:00 am to roughly 6:00 pm Eastern Standard Time. After training is complete, we may adjust your hours to better fit our customer needs but it’ll always be within standard American business hours. Additionally, you’ll be granted time off for American holidays.


*What Skills Are Needed?*
We believe in hiring someone who is going to be a good fit for our company and company culture. So while we are willing to train in certain areas, we expect the right fit to have some insight or skill sets already.

• Strong written and spoken English and preferably towards an American-English accent but we’d also accept those with other native English-based accents. Since you’ll be involved in the sale of luxury goods, it’s important to gain trust right from the start.
• Note: if you have a strong accent when speaking in English, this is not the position for you.
• You’ll need to enjoy picking up the phone and speaking with leads or customers. By no means are you cold-calling and all the people you’ll be speaking to will be familiar with our brand. This will come in the form of customers calling in to you but also for you to reach out to warm leads and already existing customers.
• Ability to multi-task and juggle several different tasks and leads. The items we are selling are several thousands of US dollars and it’s not uncommon for our customers to find us but only purchase several weeks if not months later. You need to be able to understand where these customers are in the buying process and prioritize the customer most likely to purchase.
• We’re also looking for a problem solver. The ideal candidate will first learn our systems, procedures and the right way to speak to customers but then have the initiative and ability to solve problems without always being told what to do.
Other Desired But Not Necessary Skills

Since you’ll be working a lot with Shopify and eCommerce products, the following are highly desired:

• Knowledge of Shopify’s backend
• Understanding of basic terminology as it relates to Shopify, SEO, or paid traffic.
• Ability to use Google Sheets effectively.
• Have strong communication skills and ability to communicate to co-workers in Slack.
• Experience in using Trello.