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.
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.
Permanent work-from-home set-up
Dayshift (Australian business hours)
Part-time
HMO
Annual leave
13th-month pay
With Government Mandated Benefits
