Customer Service Virtual Assistant

Offshore Virtual Assistants, a respected home-based outsourcing company in Australia, requires a Customer Service Virtual Assistant for our Australian-based client, who

This role requires approximately 20 hours per week.

Provide excellent customer service efficiently and profitably, increase customer satisfaction, loyalty and retention and exceed customer expectations. Take ownership and responsibility for customer issues such as the wrong colour bought and returns.
Requires multiple warehouse management, and management of wholesale and retail customer enquiries and issues received by the company via email, phone and social media.

About the client: They are a global online hair products business specialising in products to combat and camouflage hair loss.

This position requires a high level of empathy a love of people and a willingness to be kind and helpful. We have other unisex brands in the hair loss niche also.
Infrastructure – remote management via portal
Sales Channels:
· 4 Shopify websites (2 x AU, UK, USA)
· 2 Amazon stores (UK and USA)
· 1 x eBay store in AU
3 x 3PL warehouses (Australia, US, UK)
Responsibilities:
· Gain a high level of knowledge of female hair loss and understand the male hair loss process and the difference!

Customer Service Primary Tasks:

· Respond to Customer Inquiries:
o Promptly and professionally respond to customer inquiries via various channels, including email, chat, and phone.
o Address customer concerns, provide product information, and assist with order-related inquiries.
o Engage with customers via social media including Facebook, Instagram, Pinterest, TikTok
· Issue Resolution:
o Investigate and resolve customer issues with a focus on customer satisfaction.
o Collaborate with relevant teams to resolve complex problems and ensure timely resolution.
o Manage issues through the relevant warehouse and communicate with both warehouse personnel and customers to see issues through to customer satisfaction

Order Processing:

o Process customer orders accurately and efficiently.
o Monitor and manage order fulfilment to ensure timely delivery.
o Understand and operate within warehouse procedures and structures
· Customer Communication:
o Keep customers informed about order status, shipping details, and any potential delays.
o Proactively communicate with customers to enhance their overall experience.
· Maintain an orderly workflow
o Keep accurate records and document all customer service actions and conversations
o Manage priorities.

Join team calls and report on activities:

o Regularly report on activities and actions taken and notify the rest of the team if we need to follow up a customer or warehouse issue
· Manage sales channels
o Manage Amazon and eBay stores involving occasional customer queries, occasional sending out replacement products

Social Media:

o Suggest SM content and ideas and add them to Trello
o Manage our private Facebook group with over 3,000 members
o Comment on SM posts

Secondary Tasks:

· Platform Maintenance
o Ability to maintain Shopify stores utilising content management system (CMS) to contribute to SEO improvements eg adding alt tags, resizing images, adding blog posts
· EDM management via Klaviyo
o Assist in project management of EDMs utilising Trello
o Clone EDMs created for AU into EDMs for UK and USA (weekly task)
o Good understanding of marketing concepts with the ability to reword EDMs so that they can be repurposed for the UK and US from Australian copy

Manage Google Drive

o Google Drive is the main repository of all images and information required by everyone on the internal team plus all the external contractors.
o Requires keeping files in order and managing sharing permissions (as people come and go)

Qualifications:
o Proficient in Shopify, Klaviyo, Microsoft Word, Excel, and Google Drive
o Knowledge of Amazon Seller Central and Trello
o Experience in Photoshop, Adobe Creative Suite, Canva, Google Analytics, Google Ads, Facebook Ads

Personal Attributes:

o Happy and willing personality. We expect all our customers to be 100% satisfied at all times.
o Strong customer-facing and communications skills
o Strong verbal and written skills
o Experience in a customer service environment
o Willingness and confidence to take initiative
o Ability to think strategically
o Ability to work independently and make independent decisions

Confidentiality:
The Customer Service Virtual Assistant acknowledges and agrees that she will not, during the course of her employment or thereafter, except with the consent of the employer, as required by law or in the performance of duties, use or disclose confidential information relating to the business of the employer, including but not limited to client lists, trade secrets, client details and pricing structures.

In addition agree never to use, repeat, share or disclose to any party whatsoever customer credit card information that is disclosed as part of the order-taking process.

Please send your application with the subject line/title “I am your Customer Service Virtual Assistant!” so I would know if you have read and understood the entire job description.