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Customer Service & Operations Assistant – E-commerce / Fashion

Priority Location: Philippines preferred
Working Hours: Approximately 8:30 AM–5:00 PM Asia Time; consistent availability and responsiveness required
Salary: $1,000–$1,100 USD/month client budget; market recommendation of $1,200–$1,500 USD/month
Contract: Full-Time, Direct Hire
Job Type: Remote
Level: Mid-Level
Industry: E-commerce / Fashion / Lingerie
Primary Focus: Customer Service, E-commerce Operations & Administrative Support

About the Company

Our client is a growing e-commerce lingerie brand serving customers through online channels as well as retail clients.

The company is focused on delivering a strong customer experience while maintaining efficient day-to-day e-commerce and fulfillment operations. The team is looking to strengthen its Asia-time-zone coverage with a dedicated professional who can take ownership of customer service and operational support.

About the Role

We are looking for a highly organized, responsive, and customer-focused Customer Service & Operations Assistant to manage customer communication and provide day-to-day operational support.

This is a mid-level position for someone who can work independently, take ownership, and follow customer issues through to resolution.

You will serve as a key point of contact for customers, handling inquiries through email and social media while coordinating with the warehouse on order status, sizing, delivery, and tracking questions.

The role also includes administrative responsibilities such as retail client invoicing, with the opportunity to expand into broader e-commerce administration, virtual assistant tasks, and social media support over time.

Reliability and dedicated availability are especially important. While the role may involve approximately four hours of active work during the day, you must remain accessible and responsive throughout the agreed working window.

Key Responsibilities

Customer Service & Customer Experience

Respond promptly and professionally to customer inquiries.
Manage customer communication primarily through email and social media DMs.
Assist with questions regarding orders, products, sizing, delivery, and tracking.
Investigate customer issues and coordinate internally to resolve them.
Provide accurate and up-to-date information to customers.
Follow customer issues through to resolution.
Maintain a warm, professional, and helpful brand voice.
Ensure customer inquiries do not remain unanswered.
Maintain a consistently high standard of written communication.

Order & E-commerce Support

Assist with customer questions relating to existing orders.
Investigate order-related concerns and provide appropriate follow-up.
Coordinate directly with warehouse and fulfillment teams.
Obtain and communicate order status and tracking information.
Follow up internally on outstanding customer matters.
Maintain visibility over unresolved issues until they are completed.
Help create a seamless connection between customer service and fulfillment operations.

Social Media Customer Support

Monitor relevant social media direct messages.
Respond promptly to customer inquiries received through social channels.
Ensure consistent information is provided across communication channels.
Redirect or escalate inquiries internally when necessary.
Maintain the company's professional brand voice.
Potentially support additional social media activities as the role develops.

Retail Client & Invoicing Support

Prepare and issue invoices to retail clients.
Ensure invoices are accurate and properly recorded.
Maintain organized invoicing records.
Communicate professionally with retail clients when required.
Coordinate internally when clarification is needed before invoicing.

Administrative & Operational Support

Provide general administrative assistance.
Maintain organized customer and operational information.
Support routine e-commerce administration.
Follow up on outstanding operational tasks.
Coordinate information between customers, warehouse staff, and other stakeholders.
Provide virtual assistant-style support when required.
Take ownership of recurring operational tasks.
Support additional administrative or social media responsibilities as the role evolves.

What We're Looking For

Previous experience in customer service, e-commerce operations, customer experience, administrative support, or a similar customer-facing role.
Mid-level professional experience with the ability to work independently.
Excellent written and spoken English.
Strong customer service and communication skills.
Highly organized and detail-oriented.
Extremely responsive and reliable.
Strong follow-through and ownership.
Comfortable managing multiple priorities independently.
Experience communicating with customers via email.
Comfortable handling social media/direct-message customer inquiries.
Able to coordinate effectively with warehouse, fulfillment, or other internal teams.
Comfortable with administrative and invoicing-related tasks.
Comfortable working remotely.
Reliable internet connection and appropriate remote working environment.
Able to remain consistently available during the required Asia-time-zone working window.

______________________________________________________________________ Customer Service & Operations Assistant – E-commerce / Fashion

Customer Service / Operations Assistant - 21252