Customer Support Virtual Assistant for Shopify and Social Media

Location: Remote – Philippines
Working Hours: 8:30 AM to 4:30 PM, Melbourne time
Business: Food Voyageur – Premium Celebration Cake Company

Food Voyageur is looking for a highly organised, intelligent, and detail-focused Virtual Assistant to join our fast-paced customer service and operations team.

This is not a simple administration or data-entry role.

We create cakes for birthdays, weddings, corporate events, and important life celebrations. Every customer order has multiple details and operational touchpoints that must be carefully considered. Some customers may also have dietary requirements or serious allergies, so accuracy, communication, and good judgement are essential.

We need someone who can think through an order from beginning to end—not someone who works blindly, simply ticks boxes, or waits to be told every next step.

Full training will be provided, but you must be able to learn extremely quickly, retain information, adapt, and confidently apply what you have learned.

Key Responsibilities

Customer Service and Sales

• Respond quickly and professionally to enquiries received through:

• Facebook Messenger
• Instagram
• Email
• Phone calls
• Assist customers with new cake enquiries and existing orders.
• Ask the correct questions to understand the customer’s requirements.
• Recommend suitable cake options and confidently convert enquiries into sales.
• Follow up with customers who have not completed their order or payment.
• Keep up with email s, messages, phone calls, and customer follow-ups throughout the day.
• Handle customer requests for order changes carefully and accurately.

Order Entry and Invoicing

• Enter all customer and cake information accurately into the CRM.
• Prepare and send invoices to customers.
• Confirm that important details are complete, including:

• Customer name and contact details
• Delivery or collection date
• Correct delivery address
• Cake size and number of serves
• Flavour
• Design and colour requirements
• Personalised wording
• Dietary requirements
• Nut allergies or other allergy information
• Delivery instructions
• Venue or restaurant information
• Any special requests
• Review the full order before sending the invoice or confirming the booking.
• Identify missing, unclear, or conflicting information and contact the customer for clarification.

Shopify and CRM Management

• Create, review, and update orders in Shopify.
• Ensure information is consistent across both Shopify and the CRM.
• When a customer requests a change, update every required system—not just one location.
• Add clear internal notes so the production, customer service, and delivery teams all receive the same information.
• Double-check that changes have been correctly saved and communicated.
• Never assume that updating one system automatically updates everything else.

Delivery Planning and Driver Coordination

• Review upcoming deliveries in advance and prepare for busy delivery days.
• Create delivery routes and assign deliveries to drivers.
• Check that every address is accurate and complete.
• Confirm whether the delivery location is a home, restaurant, hotel, function venue, or wedding venue.
• Inform customers when additional venue information or delivery instructions are required.
• Organise routes logically based on location, timing, cake type, and customer requirements.
• Prepare ahead for busy Saturdays that may have 20 or more deliveries.
• Give special attention to wedding deliveries, ensuring the route and timing protect the couple’s experience and event schedule.
• Consider access instructions, venue opening times, parking, loading areas, delivery windows, and the safe handling of cakes.

This Role Requires You to Think

When processing an order, you must consider the entire customer journey.

For example:

• Has the customer provided the correct date?
• Is the address complete and valid?
• Is the cake being delivered to a restaurant or venue?
• Does the venue know a cake is arriving?
• Has the customer provided the recipient’s phone number?
• Are there allergies or dietary requirements?
• Has the allergy information been clearly recorded?
• Are the cake details consistent across Shopify, the CRM, the invoice, and internal notes?
• Has a requested change been updated everywhere?
• Does the delivery require a specific arrival time?
• Is the delivery route practical and safe for the cake?
• Is there any information the kitchen, driver, or customer service team still needs?

You must be able to identify potential problems before they become customer complaints.

Who We Are Looking For

The successful candidate must be:

• Extremely attentive to detail.
• A fast learner who can pick up systems and processes quickly.
• Confident using Shopify.
• Experienced with CRM systems, customer service, or order management.
• Strong in written and spoken English.
• Comfortable answering customer phone calls.
• Confident in sales and following up with customers.
• Able to remain calm under pressure.
• Proactive and able to work without constant supervision.
• Organised and able to manage multiple enquiries and orders at once.
• Comfortable working in a very fast-paced environment.
• Able to use judgement rather than blindly following a checklist.
• Responsible when handling allergy and dietary information.
• Able to communicate clearly with customers, kitchen staff, management, and delivery drivers.
• Willing to take ownership and follow an issue through until it is resolved.

Essential Experience

• Shopify experience.
• Customer service experience.
• Sales experience.
• Email and inbox management.
• Facebook and Instagram messaging.
• Phone-based customer service or sales.
• CRM or order-management experience.
• Accurate data entry and invoicing.
• Strong computer and online system skills.

Experience in food, hospitality, events, weddings, e-commerce, delivery coordination, or customised products would be highly regarded.

Important

This role is not suitable for someone who:

• Works mechanically without thinking.
• Rushes through customer orders.
• Does not double-check their work.
• Struggles to manage multiple tasks.
• Avoids phone calls or customer follow-ups.
• Needs to be repeatedly reminded about the same process.
• Updates one system but forgets to update another.
• Waits for problems to happen instead of preventing them.
• Is uncomfortable working under pressure.

Our customers trust us with important celebrations. A missed detail can affect a birthday, a wedding, a venue delivery, or a customer with an allergy. We therefore expect a very high level of care, responsibility, and accuracy.

Training

We will provide training on Food Voyageur’s systems, products, processes, cake requirements, invoicing, delivery planning, and customer service standards.

However, you must be able to:

• Learn quickly.
• Take detailed notes.
• Remember processes.
• Ask intelligent questions.
• Apply feedback immediately.
• Improve without needing the same correction repeatedly.

How to Apply

Please submit:

1. Your resume.
2. A short video introducing yourself.
3. Details of your Shopify experience.
4. Details of your customer service and sales experience.
5. Details of any CRM, invoicing, or order-management systems you have used.
6. Details of your phone-based customer service experience.
7. Your expected monthly salary.
8. Your internet speed test.
9. An explanation of how you personally ensure accuracy when managing a customer order across multiple systems.

Please start your application with the words:

“I understand this is not a simple admin role.”

Applications that do not include this sentence may not be considered.