Customer Service Admin VA

About the company

An established Australian women's fashion brand based in Adelaide. They sell online through Shopify and run five retail stores, with pop up stores planned in Sydney and Melbourne. Around 95 per cent of orders are Australian and the business is preparing to grow into international markets. Fulfilment recently moved to a third party logistics warehouse in Melbourne. The team is small, with three designers in house, so everyone sits close to the work.

This is their first StaffPilot virtual assistant. The role exists because their current customer service person is moving into an ecommerce coordinator role, and the business wants one experienced person owning customer service properly rather than a casual stopgap.

About the role

You own customer service for the brand. Email from day one, and live chat as soon as you are up to speed, because live chat is something the business wants to add and has not run before.

Women's fashion carries a high volume of sizing questions and returns. Customers order two or three sizes and send back what does not fit. That is normal, and handling it well is most of the job. You are the person who answers quickly, gets the sizing question right, processes the return without fuss, and leaves the customer happy to order again.

This is not scripted ticket closing. You are writing in the brand's voice to its customers, and you are trusted with order changes and refunds.

Your day

You work 8:00 am to 4:00 pm Adelaide time.

You start on the overnight queue in RichPanel and clear anything urgent first, particularly order changes and cancellations, because an order can leave the warehouse within about four hours of being placed. Through the day you work email and live chat together, process returns and refunds as they arrive, and pick up admin and spreadsheet work between the peaks. Where a customer needs specific detail about a garment, you ask the design team in Microsoft Teams and close the loop with the customer yourself. Before you finish you clear the queue, hand over anything unresolved, and flag anything the owner needs to see.

What you will be doing

• •Email support. Working the customer service inbox in RichPanel, answering sizing, fit, fabric, delivery, order and returns questions in the brand's voice.
• •Live chat. Answering live chat on the website. A lot of women's fashion shopping happens in the evening, and a fast, helpful chat answer is often what turns a browser into a buyer.
• •Order management. Editing orders, changing delivery addresses and cancelling orders, in both Shopify and the third party logistics system. The dispatch window is short, so these are time critical.
• •Returns and refunds. Processing returns and refunds end to end, keeping the customer informed throughout, and flagging patterns worth knowing about, for example a style that is consistently sizing small.
• •Working with the design team. Asking the in house designers through Microsoft Teams when a customer needs detail you do not have, such as a measurement or a fabric question, then answering the customer.
• •Admin and spreadsheets. General administrative work and spreadsheet tasks for a small team with no spare capacity.
• •Building the knowledge base. Writing down the answers you give most often, so the same question is never researched twice.

What you need

• •Hands on Shopify experience. You can find an order, edit it, process a refund and answer a product question without being walked through it.
• •Customer service experience with an ecommerce brand selling to consumers at volume.
• •Strong written English. You are writing directly to customers in the brand's name, so tone, grammar and spelling matter.
• •The judgement to make a sensible call on a return or a goodwill gesture, and to recognise the ones that are not yours to decide.
• •Comfort working across two systems at once, a helpdesk and Shopify, while a chat is open.
• •Reliable internet with a backup connection and backup power.

Nice to have

• •Experience with a helpdesk platform. This business uses RichPanel, but Gorgias, Zendesk, Freshdesk, Tidio or similar is absolutely fine. If you know one well you will pick up another in days, and you will not be screened out for the brand name.
• •Experience with a third party logistics or order fulfilment system.
• •A background in fashion or apparel retail, particularly returns and sizing.
• •Live chat experience.
• •Experience supporting customers outside Australia, since the business plans to expand internationally.

Hours

• •Full time, 40 hours per week, Monday to Friday, 8:00 am to 4:00 pm Adelaide time.
• •Adelaide is ahead of Manila, so this is an early start, beginning between 5:30 am and 6:30 am Manila time depending on Australian daylight saving. Please only apply if that genuinely suits you.
• •The business is also weighing up extended coverage through to 10:00 pm with some weekend cover during the November peak. If a later shift or occasional weekend work would suit you, say so in your application. It is not a requirement.

Start date

As soon as the right person is found.

Application Link:

https://staffpilot.com.au/jobs/customer-service