Customer Service and Marketing Assistant

Do you love helping customers and making sure they have a fulfilling and supportive experience while shopping?

Do you see the connection that great customer service coupled with great marketing resulting in confident conversions from customers?

If you answered yes to both of the above then please keep reading below. We might have the job for you.

We are hiring a talented and motivated individual to join our team as a full-time Customer Service and Marketing Virtual Assistant for our e-commerce women’s clothing company. As a key member of our remote team, you will be responsible for delivering exceptional customer service by promptly addressing customer inquiries, concerns, and providing accurate information about our products, shipping, and returns. Additionally, you will contribute to our marketing team by assisting with KPI and analytics documents, updating and maintaining SOPs, social media engagement and scheduling, and weekly team meetings. This role requires excellent English communication skills, attention to detail, experience with e-commerce based technology tools, and the ability to work in different areas of an e-commerce business.

Examples of tasks you will perform:
-Build and maintain real, high-quality relationships with our customers
-Learning about new customer service strategies, tactics, and ideas
-Attend 2x weekly team and department meetings
-Coordinate with 3PL fulfillment partner to manage inventory and resolve order issues
-Answer pre and post purchase customer service inquiries expertly and efficiently
-Bring new ideas and improvements to customer service
-Composing weekly and monthly summaries and KPI reports
-Building and maintaining Standard Operating Procedures (SOPs) for your areas of responsibility
-Being extraordinarily knowledgeable on our products and proactively sharing the benefits with customers and potential customers
-Email and DM social media influencers and affiliates
-Update the website
-New product listings
-Update other areas according to campaigns and promotions
-Input KPI and analytics date into relevant docs
-Upkeep engagement (DMs, comments, inbox) on social media
-Prepare email campaign drafts
-Export social media UGC and prepare for the social media team
-Work with the co-owner/CMO and multiple marketing team members

Traits of an ideal candidate:
-Great written and spoken English
-Ecommerce CS experience
-Experienced remote worker with exceptional time and self-management capabilities
-Technically savvy. This role requires you to work across a multitude of software applications to support our customers. -Experience with Shopify, WMS, 3PL, and related DTC applications is strongly preferred.
-Clear, personable communication and impeccable writing skills are a must for this role as you are the owner of our customer support inbox, emails, SMS messages, chats, reviews, and FAQs. Bonus points if you hate passive voice and run-on sentences.
-You excel at self-managing your workload. Your ability to respond to customers in a timely manner while delivering on related CX projects is second to none.
-You have a solid EQ and strong listening skills. You are someone who can synthesize feedback while not absorbing it.
-You are comfortable in uncomfortable situations and instinctively know how to turn a bad situation around.
-You understand the importance of your role in the ecosystem of Tradlands’ brand success. Customers are the heart of our business and you see yourself serving as a gracious hostess/host of our brand experience.
-Experience with eCommerce
-Excel & Google Sheets experience
-The ability to follow a written or video process
-Roll-up-your-sleeves, get-it-done personality with a friendly, outgoing attitude
-Detail-oriented and meticulous work ethic and strong project management skills

Your Working Environment:
– Work time between 9-5 EST
– Work 8 hours (take 1-hour lunch break)

Employment Details:
– You will earn 80 hours of paid vacation annually
– You may take off all the national Philippine holidays
– You will be paid the Philippine 13-Month Pay (prorated from your start date)
– Long Term employment
– Full-time employment only

To apply please click on the link to fill out the application form: Click to view/8c8TQ9U54RyfXwz3A