Customer Support Virtual Assistant (E-commerce/Shopify)

Job Description

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