VirtualStaff365

Customer Support

• - Handle inbound customer communications via phone and email professionally and courteously.
• - Deliver first-contact resolution and escalate issues when necessary.
• - Process orders, returns, and replacements accurately while maintaining price integrity.
• - Liaise with internal teams (Technical Support, Logistics, Sales) to complete order processes.
• - Manage back orders and update customers as stock becomes available.
• - Maintain up-to-date knowledge of company products and services to provide accurate information.
• - Keep customer records accurate and confidential in CRM systems.

Customer Service Representative, Retail Experience

Data Entry

• Enter, update, and maintain accurate client records in Servicem8 and other internal systems.
• Process high-volume, repetitive administrative tasks in accordance with documented procedures.
• Review job notes and client records to ensure information accuracy (“read the notes” principle).
• Confirm client readiness for bookings and services, sending reminders, confirmations, and follow-ups.
• Liaise with sales and operations teams to validate job status and timelines.
• Update booking statuses and workflow stages within systems.
• Flag inconsistencies, missing information, or potential risks to the Team Lead.
• Support the sales funnel with administrative updates and task progression.
• Maintain clean, structured, and audit-ready data records.
• Follow documented processes and training materials consistently.
• Assist other teams (marketing, admin) if capacity allows.

Data Entry Support Officer

Administration

• - Update and maintain client and property databases (Box & Dice or similar platforms).
• - Perform spam checks, merge duplicate contacts, and flag issues in “My Contacts”.
• - Update stocklists and record sold properties (non-auction results).
• - Maintain accuracy and consistency of database information.
• - Support team members with general sales administration tasks as required.
• - Follow established processes and procedures to ensure data integrity.

Sales Administration Assistant – Part-time

Accounts Payable

• Process supplier invoices in Aroflo and import data into Xero for reconciliation.
• Request and follow up on supplier credit notes when required.
• Reconcile monthly supplier statements and resolve discrepancies.
• Prepare weekly accounts payable and financial reports.
• Support management reporting and job costing activities.
• Review completed jobs to identify duplicated labour or materials and ensure accurate costing.
• Maintain and update supplier price books.
• Ensure accurate and compliant financial records across systems.
• Apply correct GST treatment in line with ATO requirements.
• Liaise with suppliers and internal teams regarding invoice and payment queries.

Ecommerce

• - 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.

Customer Service Representative, Retail Experience

Data Entry Support Officer

Sales Administration Assistant – Part-time

Accounts Payable

Customer Support Virtual Assistant – E-commerce, Shopify