(Experienced) Shopify Store Customer Service Virtual Assistant (VA)

We are seeking a highly motivated and detail-oriented Customer Service Virtual Assistant to join our Shopify store team. The ideal candidate will be the first point of contact for our customers, providing exceptional support and ensuring a seamless shopping experience. This role requires excellent communication skills, problem-solving abilities, and a customer-centric mindset.

Key Responsibilities:

- Customer Support: Respond promptly and professionally to customer inquiries via email, chat, and other communication channels. Resolve customer concerns, including order issues, shipping delays, and product inquiries.
Provide clear and accurate information about products, services, and store policies.

- Order Management: Monitor orders and update customers on order status, tracking information, and estimated delivery times. Process order changes, cancellations, refunds, and returns as needed.

- Problem Resolution: Investigate and resolve customer complaints, escalating issues to management when necessary. Collaborate with logistics, warehouse, and other teams to ensure customer satisfaction.

- Shopify Platform Management: Use Shopify’s admin dashboard to look up customer orders, process refunds, and update customer profiles. Flag recurring issues or potential areas for improvement within the Shopify system.

- Customer Relationship Building: Deliver personalized and empathetic communication to build trust and loyalty.
Proactively identify opportunities to enhance the customer experience.

- FAQ and Documentation: Maintain and update the store’s FAQ section based on common customer inquiries.
Document resolutions for future reference and consistency in customer service.

Qualifications:
- Experience: Prior experience in customer service, preferably in an e-commerce or Shopify environment.
Familiarity with Shopify’s admin panel is a plus.

Skills:

- Excellent written and verbal communication skills in English.
- Strong problem-solving and decision-making skills.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in customer service tools such as Zendesk, Gorgias, or similar platforms (preferred).
Attributes:
- Customer-focused with a friendly and empathetic demeanor.
- Detail-oriented and highly organized.
- Proactive, adaptable, and solution-oriented.

Work Schedule and Compensation:

- Hours: Flexible schedule with the availability to work during peak customer activity.
- Compensation: Competitive hourly rate, based on experience.

How to Apply:

Ready to join our team? PLEASE FILL IN THIS FORM: https://forms.gle/ThTgm9sZm9Po1yVT8

We can’t wait to learn more about you!