Virtual Assistant, Customer Support & Order Support Representative (Remote) - 40 Hours Per Week

## Working Hours:

- 7:30 AM - 5 PM AEST (6.66 Hours / Day Distributed over Monday - Saturday, with potential for increase to 8 hours x 6 days per week = 48 hours per week)

We are seeking a dedicated Virtual Assistant, Order Processing, and Customer Service Representative to join our growing e-commerce team. This role focuses on providing exceptional customer support while managing order-related inquiries and ensuring customer satisfaction through prompt, professional service.

## Qualifications and Skills:

- University degree (ideally in a technical field, as you will have a proven ability to problem solve and think independently)
- Excellent written English communication skills (must be fluent)
- Experience with Shopify platform and ticket management systems
- Previous experience in e-commerce customer service preferred
- Strong attention to detail and ability to multitask
- Reliable internet connection and quiet work environment
- Professional and positive attitude
- Self-motivated with the ability to work independently

## Key Responsibilities:

- Order processing from Shopify into stock management platform
- Basic design work in Figma or Photoshop (preferred with experience)
- Spreadsheet work, data entry and database management
- Respond to customer inquiries via our ticket support system within 30-minute SLA
- Process and track customer orders through Shopify platform
- Handle order-related issues including tracking, returns, and refunds
- Achieve and maintain customer satisfaction targets
- Provide product information and assist with purchase decisions
- Collaborate with team members to resolve complex customer issues
- Meet daily ticket resolution targets

## Performance Metrics:

- Accurate order-entry and fast turnaround (orders to be entered from each platform e.g. Flooring Works and Woodspace into Cin7 within 20 minutes during business hours)
- Shipping booked accurately and cost-effectively
- Shipping labels for orders booked sent to Printnode in a timely manner
- Maintain 15-minute response time SLA on general and non-time sensitive
- Maintain 5-minute response time SLA on time sensitive e.g. live chat or urgent order processing
- Maintain high customer satisfaction scores
- Accurate documentation of customer interactions

## What We Offer:

- Fixed base per month to ensure full-time commitment at 40 hours minimum (apart from holiday periods and initial 3 month trial period)
- Competitive hourly rate: $5 - 10 AUD per hour x 40 hours per week
- Fortnightly / Monthly Pay
- Stable remote work opportunity

## Base Working Hours:

- Monday to Saturday work schedule
- 40 base hours across 6 days (approx 6.6 hours / day)
- 7 - 9am AEST compulsory for morning order processing / bookings / communication
- Other 4.6 hours / day spread across 9 - 5pm AEST

Additional hours for on a project basis applies and you can receive up to 10 additional hours of work per week based on requirements.

## Trial Period

- For the first two weeks, you will be paid to learn at $5 per hour (you tally the hours and invoice us)
- For a period of 3 months, you will be on trial and paid on an hourly basis.
- After 3 months, we will confirm the formal work arrangement and you will be paid full time at 40 hours per week x Hourly Rate
- We will decide the final hourly rate after the first two weeks

## Technical Requirements:

- Reliable computer with high-speed internet connection
- Quiet workspace for professional communication
- Familiarity with Shopify platform
- Experience with ticket management systems
- Proficiency in Google suite (gmail, docs etc)