Customer Success

Position Overview

We are seeking a dedicated Customer Success Virtual Assistant to provide remote support handling customer inquiries, processing returns, and managing disputes and chargebacks for our e-commerce business. The ideal candidate will be customer-focused, detail-oriented, and able to resolve issues efficiently while maintaining a positive brand experience.
Key Responsibilities

Respond to customer inquiries via email, chat, and phone regarding orders, products, shipping, and account issues
Process return requests and guide customers through the return procedure
Handle disputes and chargebacks by gathering necessary documentation and working with payment processors
Update order information in our e-commerce platform and CRM system
Identify patterns in customer issues to help improve product descriptions and reduce future inquiries
Coordinate with shipping and fulfillment teams to resolve delivery issues
Maintain accurate records of all customer interactions and issue resolutions
Assist with refund processing according to company policies
Create and update templates for common customer scenarios
Monitor and respond to customer reviews and feedback on various platforms
Escalate complex issues to appropriate team members when necessary