E-commerce Virtual Assistant (Shopify & Customer Service)

About the Role

We are looking for a reliable, proactive, and detail-oriented E-commerce Virtual Assistant to join our growing online business.

You will be responsible for managing day-to-day customer service and e-commerce operations, including handling customer enquiries, processing orders, coordinating with suppliers, managing refunds and replacements, and maintaining accurate order and inventory records.

The ideal candidate is someone who takes ownership of their responsibilities, communicates proactively, learns quickly, and can work independently with minimal supervision.

We value reliability, trustworthiness, and a strong work ethic just as much as technical skills. We are looking for someone who wants to grow with the business over the long term.

Key Responsibilities

1. Customer Service

• Respond to customer enquiries via email , social media comments, and direct messages in a professional, friendly, and timely manner.

• Handle questions regarding orders, shipping, tracking, product information, returns, and refunds.

• Resolve customer issues efficiently while maintaining a positive customer experience.

• Escalate complex or sensitive cases when necessary.

2. Shopify & Order Management

• Manage daily order processing and monitor order statuses through Shopify.

• Track shipments and investigate delayed, missing, or problematic orders.

• Process refunds, cancellations, and other order adjustments according to company procedures.

• Maintain accurate customer and order records.

• Identify and flag order discrepancies or potential fulfilment issues.

3. Supplier & Fulfilment Coordination

• Liaise with suppliers regarding order issues, replacements, missing items, and fulfilment delays.

• Follow up proactively with suppliers to ensure outstanding issues are resolved.

• Monitor inventory levels and communicate potential stock shortages.

• Develop a basic understanding of e-commerce fulfilment, shipping processes, and order tracking.

4. Administrative & Reporting Tasks

• Use Google Sheets, Google Docs, Microsoft Excel, and other productivity tools to maintain records and track operational data.

• Keep customer service logs, refund records, and order-related spreadsheets organized and up to date.

• Follow established standard operating procedures (SOPs) and help identify opportunities to improve workflows.

• Provide regular updates on completed tasks, pending issues, and operational concerns.

Requirements

• Minimum 2 years of relevant work experience in e-commerce, virtual assistance, customer service, or online store operations.

• Shopify experience is a must. You should be comfortable navigating the Shopify admin and managing orders, refunds, and customer information.

• Strong written English communication skills, with the ability to communicate clearly and professionally.

• Proficiency in Google Workspace, particularly Google Sheets and Google Docs, and Microsoft Excel.

• Basic understanding of e-commerce fulfilment, shipping, tracking, and returns processes.

• Good problem-solving skills and the ability to handle routine tasks independently.

• Exceptional time management, organizational skills, and attention to detail.

• A reliable computer or laptop and a stable, high-speed internet connection with a dependable ISP.

• Ability to work full-time during agreed working hours and remain responsive throughout the workday.

Personal Qualities We Value

The right candidate should be:

• Reliable and trustworthy: You can be counted on to complete tasks accurately and consistently.

• Proactive: You identify problems, follow up on outstanding issues, and take action without waiting to be reminded.

• Responsive: You communicate promptly and keep the team informed of important developments.

• Organized: You can manage multiple tasks, prioritize deadlines, and maintain accurate records.

• Willing to learn: You are open to feedback, comfortable learning new tools, and committed to improving your skills.

• Accountable: You take ownership of your work, communicate mistakes honestly, and focus on finding solutions.

• Detail-oriented: You understand that small errors in orders, refunds, or customer communications can affect the business.

Compensation & Benefits

• Monthly salary of USD $600–$800, depending on experience and capabilities.

• Annual performance-based bonus.

• Full-time, remote position.

• Opportunity to develop your e-commerce operations and customer service skills within a growing online business.

• Potential for long-term career growth based on performance, reliability, and contribution to the business.

How to Apply

To be considered for this position, please complete our short application questionnaire using the link below:

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

Important: To demonstrate your attention to detail, please begin your application with the words “SHOPIFYYY VA”.