E-Commerce - Customer Service Experience

We are a rapidly growing 8-figure eCommerce company in the pet space, and we’re looking for a skilled Customer Service Virtual Assistant to join our dynamic remote team.

This role is focused on providing exceptional customer support while also assisting with day-to-day operational tasks. We’re looking for someone who is customer-focused, proactive, detail-oriented, and comfortable working in a fast-paced eCommerce environment.

If you genuinely enjoy helping customers, know how to handle difficult situations professionally, and can turn a negative customer experience into a positive one, we’d love to hear from you.

Position Details:
Position: Part-Time Customer Service Virtual Assistant
Hours: Up to 38 hours per week
Schedule: Graveyard Shift, including weekends
Location: Remote
Time Zone: Philippine Time (PHT)

Responsibilities:
Provide exceptional customer service and support through email and social media.
Use AI tools effectively to craft tailored responses to customer inquiries.
Handle customer issues with the aim to pivot their mindset and mitigate refunds and chargebacks.
Assist with administrative tasks and support various teams as needed.

Qualifications:
At least 1 year of experience in customer service, preferably in an eCommerce company
Proficiency in English (C1 level or above) for effective communication with the team
Availability to work during PHT hours
Experience using AI to craft customer responses with a balance of efficiency and personalization
Familiarity with Shopify and other eCommerce platforms
Experience using CRM systems such as Zendesk or Gorgias
Strong problem-solving skills and the ability to manage customer expectations

Skills:
Ability to navigate eCommerce systems and platforms efficiently
Excellent interpersonal skills to handle sensitive situations and shift customer perspectives
Strong ability to mitigate potential refunds and chargebacks
Capable of multitasking and adapting to a fast-paced work environment

Application Task (Case Study):
Please respond to the following customer email s as if you are part of our customer service team.

Instructions:
Compile your answers in a shareable Google Doc
Include the Google Doc link in your application form

(1) Product Not Working
Customer Email :
Hello,
I just received my dog's nail grinder, but it doesn’t seem to turn on at all. I’ve tried plugging it in, but nothing happens.
Please help.

Luke

(2) Refund Request
Customer Email :
Hi,
I received the product, but I’m not sure it’s what I expected. I’d like to request a refund.

Lucy

(3) Shipping Delay
Customer Email :
Hey,
My order is taking way longer than expected. This is really frustrating.

Lucky

How to Apply
Option 1 — Google Form (Preferred)
We strongly encourage applicants to apply through our Google Form, as it helps us streamline the hiring process and ensures that all required information is submitted.

Application Form: ----------

Please make sure to complete all required questions and submit your Customer Service Case Study Google Doc with your application.