Customer Service Virtual Assistant

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

📋 Description

• Address customer inquiries via email and live chat.

• Utilize Gorgias to manage, organize, prioritize, and respond to support tickets.

• Leverage Shopify to review and oversee customer orders, order statuses, product details, and customer information.

• Assist customers with inquiries regarding order status, shipping, returns, exchanges, and other common issues.

• Investigate customer concerns and offer accurate resolutions in line with company policies.

• Escalate complex or sensitive issues as required.

• Maintain precise customer records and document all interactions.

• Adhere to customer service procedures, policies, and response protocols.

• Ensure communications are clear, professional, empathetic, and grammatically correct.

• Efficiently manage multiple conversations and tickets while ensuring accuracy.

• Identify recurring issues and report trends or concerns to the team.

• Deliver a positive customer experience and enhance customer satisfaction.

• Provide services in accordance with established timelines, guidelines, and written deliverables.

⛳️ Requirements

• Demonstrated hands-on experience with Shopify is essential.

• Demonstrated hands-on experience with Gorgias is essential.

• Practical experience utilizing both Shopify and Gorgias is mandatory.

• Prior experience in e-commerce customer service or online retail support is highly desirable.

• Experience in managing customer email support and live chat is required.

• Exceptional written English and strong written communication skills are necessary.

• Strong customer service and problem-solving abilities are essential.

• Ability to communicate in a professional, patient, and empathetic manner.

• Keen attention to detail and accuracy is required.

• Capability to multitask and efficiently manage multiple customer inquiries.

• Comfortable working independently in a remote setting.

• Reliable, organized, and proactive work ethic.

• Availability for 20 contracted hours per week, Monday through Friday.

• Availability for daily working hours from 11:00 AM to 4:00 PM EST.

• Preference for English language proficiency.

• Preference for female candidates.

• Open to candidates with either junior or senior experience levels.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• A variety of open roles available.

• Free training and upskilling opportunities.

• Continuous support and guidance.

• A vibrant community that is always ready to assist.