Virtual Assistant – Customer Service & E-Commerce Support

Work Hours: Monday to Friday, 9:00 AM - 5:00 PM EST
Pay Range: $800–$1,300/month (varies based on skill set and experience level)
Location of Search: Philippines
Work Location: REMOTE

About the Company

Our client is an established consumer apparel and e-commerce brand specializing in non-slip bra inserts, breast forms, and related products. The company serves customers with a variety of needs, including individuals seeking products following surgery, making empathy, discretion, and thoughtful customer communication especially important.

The company is looking for a versatile Virtual Assistant who can primarily support customer service while taking ownership of administrative projects during periods of lower customer volume.

Role Overview

The Virtual Assistant will serve in a hybrid Customer Service and Administrative Support capacity, with customer service being the primary responsibility.

The majority of the role will involve assisting customers through chat and other digital support channels, answering product and order questions, assisting with returns and exchanges, and providing a thoughtful customer experience.

During slower customer service periods, the Virtual Assistant will shift toward administrative projects such as online research, mailing list development, spreadsheet creation, data organization, and other operational support.

The ideal candidate is empathetic, highly organized, comfortable discussing sensitive and personal topics professionally, and experienced working within an e-commerce environment.

Key Responsibilities

Customer Service & Chat Support

Serve as a primary customer service representative through Gorgias and other digital support channels.
Respond promptly and professionally to customer questions regarding products, orders, shipping, returns, and exchanges.
Assist customers with selecting appropriate products and navigating available options.
Provide accurate order and product information while maintaining a warm and helpful communication style.
Manage multiple customer conversations efficiently without sacrificing service quality.
Escalate complex customer or order issues when appropriate.
Maintain accurate records of customer interactions and resolutions.

Sensitive Customer Communication

Communicate with empathy and discretion when assisting customers with personal or sensitive product needs.
Be comfortable discussing topics related to breasts, body changes, post-surgery needs, and related concerns in a professional manner.
Create a supportive and judgment-free customer experience.
Listen carefully to customer needs and communicate product information tactfully.
Recognize situations requiring additional sensitivity or escalation.

Shopify & E-Commerce Support

Navigate Shopify to review customer profiles, orders, products, shipping information, and transaction details.
Assist customers with order-related questions and troubleshooting.
Update customer or order information when necessary.
Coordinate with internal teams when fulfillment or inventory issues affect customers.
Maintain accurate information across customer service and e-commerce systems.

Returns & Exchanges

Process and support customer returns and exchanges using the company's returns management platform.
Assist customers with return eligibility, instructions, and status questions.
Monitor open returns and exchanges through completion.
Troubleshoot common return-related issues.
Coordinate with fulfillment or warehouse teams when additional assistance is required.
Maintain accurate records of returns, exchanges, and customer resolutions.

Administrative & Virtual Assistant Support

During periods of lower customer service volume, responsibilities will expand into administrative support, including:
- Conduct online research for internal projects.
- Research and build mailing and prospect lists.
- Create and maintain organized spreadsheets.
- Perform data entry and data cleanup.
- Compile information from multiple online sources.
- Update internal records and databases.
- Assist with documentation and organizational projects.
- Support miscellaneous operational and administrative tasks as assigned.
- Proactively identify productive tasks that can be completed during slower support periods.

Data & Spreadsheet Management

Build and maintain organized spreadsheets for research and administrative projects.
Enter and update information accurately.
Review data for missing, duplicate, or inconsistent information.
Organize mailing lists and other business data into usable formats.
Maintain strong attention to detail when handling customer and operational information.

Required Qualifications

Language requirement: Excellent written English communication skills.
Experience: 2+ years of relevant experience in virtual assistance, customer service, e-commerce, or administrative support.
Proficiency with Shopify, Gorgias, and returns management software.
Strong empathy, patience, and comfort discussing sensitive topics professionally.
Excellent written English, organization, and time-management skills.
Ability to work independently during U.S. Eastern Time business hours.
Proactive approach to client communication and problem-solving.
High level of professionalism and discretion when handling confidential financial information.

VA Customer Service & E-Commerce Support - 20922