VirtualStaff365

Customer Support Virtual Assistant – E-commerce, Shopify

VirtualStaff365

part-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • - 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ShopifyGmailcourier tracking systemsproblem-solvingcustomer support
Soft skills
written communicationprofessionalismempathyattention to detailjudgment