Customer Service Virtual Assistant

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee incoming emails from Amazon and address customer inquiries.

• Provide prompt and professional responses to customer messages.

• Adhere to established response protocols, templates, company policies, and approved resources.

• Manage common customer questions and concerns effectively.

• Escalate issues that require management intervention or additional support.

• Ensure all inquiries are resolved and followed through to completion.

• Assess customer concerns and decide on the appropriate next steps.

• Aid in routine customer service issue resolution and follow up on outstanding inquiries.

• Identify recurring questions or issues and relay them to the relevant team member.

• Maintain accuracy in customer information and communications related to orders.

• Prioritize urgent or time-sensitive requests efficiently.

• Organize and keep customer communications current and well-managed.

• Document pertinent customer interactions as necessary.

• Collaborate with the client's team on escalated or atypical cases.

• Ensure consistent customer interactions and uphold service standards.

• Engage in initial training to understand the client's Amazon customer service procedures.

• Adapt to updates in processes and new guidelines.

• Follow the contracted schedule: Monday, Tuesday, and Friday from 7:00 PM to 11:00 PM CST; Saturday and Sunday from 11:00 AM to 5:00 PM CST.

• Deliver task-specific business support services under an independent contractor agreement.

⛳️ Requirements

• Prior experience in customer service, email support, or virtual assistance.

• Experience managing customer inquiries via email or comparable platforms.

• Strong written communication skills in English.

• Exceptional attention to detail.

• Ability to communicate clearly and professionally with customers.

• Strong organizational and time-management abilities.

• Capability to follow established processes and instructions precisely.

• Comfortable working independently after completing training.

• Reliable internet connection and suitable remote work setup.

• Willingness and availability to work the required evening and weekend hours.

• Commitment to the long-term nature of the position.

• Preferred: prior experience supporting Amazon sellers or e-commerce businesses.

• Preferred: familiarity with Amazon Seller Central.

• Preferred: experience managing Amazon customer messages or seller communications.

• Preferred: understanding of e-commerce customer service workflows.

• Preferred: experience using customer service templates or knowledge bases.

• Preferred: previous experience working remotely with international clients.

• Proficient in Amazon customer email/messaging, Microsoft Office or Google Workspace, Google Docs or Microsoft Word, and Google Drive or similar cloud storage solutions.

• Strong written proficiency in English; English is the preferred language.

• Availability to fulfill 24 contracted hours per week on Monday, Tuesday, Friday, Saturday, and Sunday.

• Ability to participate in initial training from Monday to Friday, 8:00 AM to 2:00 PM CST for approximately 1 to 2 weeks.

• Offshore independent contractor status under a Master Services Agreement and Statement of Work.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• Complimentary training and upskilling opportunities.

• Continuous support and guidance provided.

• A dynamic community that is always ready to assist.

• A variety of open roles available.