Our client is an Australian streetwear and athleisure fashion brand that sells online to domestic and international customers. They operate in a fast-paced e-commerce environment with a strong focus on brand image, customer experience, and operational efficiency.
They are now looking for a Customer Support Virtual Assistant to manage day-to-day customer service communications via email, support administrative tasks, follow established SOPs, and escalate complex cases while maintaining professionalism and brand standards.
Job/Role Responsibilities:
- Respond to customer emails via Gmail/support inbox within agreed response times.
- Handle common customer enquiries, including order status, tracking, shipping delays, courier follow-ups, size/product queries, and address changes.
- Process refund and return requests strictly following guidelines.
- Check order status and fulfilment details in Shopify.
- Provide accurate tracking information and direct customers to couriers when required.
- Use pre-approved response templates and SOPs consistently.
- Escalate complex or sensitive issues to management (e.g., chargebacks, fraud, complaints, abuse, legal threats).
- Maintain high levels of professionalism, accuracy, and adherence to brand tone.
Requirements
- Strong written English communication skills.
- Calm, professional, and empathetic approach.
- Close attention to detail and accuracy.
- Ability to follow SOPs and templates strictly.
- Confident handling of repetitive and high-volume enquiries.
- Basic problem-solving and sound judgment.
- Previous experience in e-commerce customer support is preferred.
- Shopify experience strongly preferred; fashion/apparel brand experience advantageous.
- Intermediate Gmail/GSuite and basic courier tracking system knowledge.
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Part-time
- HMO
- Annual leave
- 13th-month pay
- With Government Mandated Benefits
