Instagram Customer Service VA – UK E-commerce Brand

Instagram Customer Service VA – UK E-commerce Brand

We are a fast-growing UK e-commerce business supplying printed event products to balloon artists, event stylists, photographers and customers across the UK.

We're looking for a friendly, reliable Virtual Assistant to help manage our Instagram and Facebook customer messages.

What you'll be doing

• Replying to Instagram and Facebook ----------
• Answering common product questions
• Helping customers choose the correct products
• Sending customers links to products on our website
• Answering basic delivery and turnaround-time questions
• Checking simple order information
• Following up with customers where required
• Escalating complaints, refunds, unusual requests and complex orders to our UK team
• Keeping our inbox organised and making sure customers receive a reply quickly

What we're looking for

You must have:

• Excellent written English
• Experience speaking with customers online
• A friendly, natural communication style
• Good attention to detail
• The ability to follow processes and instructions
• Good judgement about when to answer a customer and when to escalate something
• Reliable internet connection
• Experience with Instagram, Facebook or Meta Business Suite

Previous e-commerce customer-service experience would be a big advantage.

We do not want robotic or overly formal customer service. Our customers should feel like they're speaking to a friendly member of our team.

Hours

Initially approximately 20–25 hours per week, Monday to Friday.

We would ideally like someone who can work hours that overlap with the UK working day.

There is potential for the role to grow into more hours and additional responsibilities for the right person.

To apply

Please send:

1. A short introduction about yourself
2. Your previous customer-service or e-commerce experience
3. Your hourly rate
4. The hours you are available to work
5. Your answer to the following customer message:

"Hi lovely! I've got an event next Saturday and I've left everything really late 😭 If I order one of your Midi prop bundles today will it arrive in time?"

Please reply exactly as you would if you were speaking to one of our customers.