Customer Service Virtual Assistant

Job description

About this role

The ideal candidate has strong hands-on experience with Shopify and Gorgias and is comfortable managing customer inquiries, troubleshooting common concerns, and ensuring customers receive timely and helpful responses. Fluency in Shopify and Gorgias is an absolute must for this role. Candidates who do not have practical experience using both platforms will not be considered. The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Responsibilities

• Respond to customer inquiries through email and live chat in a timely, professional, and friendly manner.
• Use Gorgias to manage, organize, prioritize, and respond to customer support tickets.
• Use Shopify to review and manage customer orders, order status, product information, and customer details.
• Assist customers with order-related questions, including order status, shipping, returns, exchanges, and other common concerns.
• Investigate customer issues and provide accurate and appropriate resolutions based on company policies.
• Escalate complex or sensitive issues to the appropriate team when necessary.
• Maintain accurate customer records and document interactions within the appropriate systems.
• Follow established customer service procedures, policies, and response guidelines.
• Ensure all customer communications are clear, professional, empathetic, and grammatically correct.
• Manage multiple customer conversations and tickets efficiently while maintaining a high level of accuracy.
• Identify recurring customer concerns and communicate relevant trends or issues to the team.
• Provide a positive customer experience and help maintain strong customer satisfaction.
• Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Qualifications and requirements

• Proven hands-on experience with Shopify is required.
• Proven hands-on experience with Gorgias is required.
• Previous experience in e-commerce customer service or online retail support is highly preferred.
• Experience handling both customer email support and live chat.
• Excellent written English and strong written communication skills.
• Strong customer service and problem-solving skills.
• Ability to communicate with customers professionally, patiently, and empathetically.
• Strong attention to detail and accuracy.
• Ability to multitask and manage multiple customer inquiries efficiently.
• Comfortable working independently in a remote environment.
• Reliable, organized, and proactive.