Customer Support Virtual Assistant (E-commerce / Shopify)

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 upscale 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.

Qualifications

Benefits

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