The role of an E-commerce Customer Support Virtual Assistant at 20four7VA
Overview
20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
Client is seeking a reliable and customer-focused Customer Support Virtual Assistant to support a growing retail and e-commerce business. This role will serve as a key point of contact for customers and vendors, ensuring timely resolution of inquiries, order-related issues, and documentation requests.The ideal candidate is confident communicating with both customers and vendors, highly organized, and committed to delivering excellent customer service experiences.
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.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
- Customer Support & Ticket Management
- Respond to customer inquiries via email and Zendesk ticketing system
- Provide accurate and professional support regarding products, orders, shipping, returns, and marketplace policies
- Assist customers with damaged, incorrect, or missing items\
- Returns, Refunds & Reshipments
- Guide customers through return, refund, and reshipment processes
- Ensure cases are handled efficiently and according to company policies
- Maintain clear and empathetic communication throughout the resolution process
- Vendor Coordination
- Act as the intermediary between customers and vendors
- Communicate with vendors to resolve order issues or obtain required documentation
- Follow up as needed to ensure timely responses and resolutions
- Documentation Handling
- Provide requested documents such as:
- MTRs
- Invoices
- Certificates of Compliance
- Delivery slips
- Retrieve documents from Mirakl or contact vendors when documents are not readily available
- Internal Communication & Organization
- Collaborate with internal teams via Microsoft Teams
- Maintain accurate records of customer interactions and case resolutions
- Escalate complex issues when necessary
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.
Skills
The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:
- Previous experience in customer service or e-commerce support preferred
- Strong written English communication skills
- Comfortable handling customer complaints and problem resolution
- Ability to act professionally as a liaison between customers and vendors
- Detail-oriented, organized, and dependable
- Experience with Zendesk, Mirakl, or similar platforms is a plus
APPLICATION SOFTWARE KNOWLEDGE / REQUIRED TOOLS
- Zendesk (ticket management)
- Mirakl (marketplace/vendor platform)
- Microsoft Teams (internal communication)
- Email support systems
Work Schedule
- Contracted Hours per Week: 40 Hours
- Scheduled Working Days: Monday through Friday
- Daily Working Time: during EST business hours.
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
Terms of Engagement
- Contractors will operate under a Master Services Agreement and a Statement of Work
- This is not an offer of employment; contractors are not employees of 20four7VA or any client
- All compensation is processed through 20four7VA according to the terms of the engagement
To learn more about 20four7VA visit their website
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