CPT-11398 Customer Service Virtual Assistant

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

We are looking for a Customer Service Virtual Assistant to provide reliable and professional support to our customers through email and live chat.

The ideal candidate has strong hands-on experience with Shopify and Gorgias and is comfortable managing customer inquiries, troubleshooting common concerns, and ensuring customers receive timely and helpful responses.

Fluency in Shopify and Gorgias is an absolute must for this role. Candidates who do not have practical experience using both platforms will not be considered.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Contractors will be required to provide services that align with the following client tasks:

• Respond to customer inquiries through email and live chat in a timely, professional, and friendly manner.
• Use Gorgias to manage, organize, prioritize, and respond to customer support tickets.
• Use Shopify to review and manage customer orders, order status, product information, and customer details.
• Assist customers with order-related questions, including order status, shipping, returns, exchanges, and other common concerns.
• Investigate customer issues and provide accurate and appropriate resolutions based on company policies.
• Escalate complex or sensitive issues to the appropriate team when necessary.
• Maintain accurate customer records and document interactions within the appropriate systems.
• Follow established customer service procedures, policies, and response guidelines.
• Ensure all customer communications are clear, professional, empathetic, and grammatically correct.
• Manage multiple customer conversations and tickets efficiently while maintaining a high level of accuracy.
• Identify recurring customer concerns and communicate relevant trends or issues to the team.
• Provide a positive customer experience and help maintain strong customer satisfaction.

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Proven hands-on experience with Shopify is required.
• Proven hands-on experience with Gorgias is required.
• Previous experience in e-commerce customer service or online retail support is highly preferred.
• Experience handling both customer email support and live chat.
• Excellent written English and strong written communication skills.
• Strong customer service and problem-solving skills.
• Ability to communicate with customers professionally, patiently, and empathetically.
• Strong attention to detail and accuracy.
• Ability to multitask and manage multiple customer inquiries efficiently.
• Comfortable working independently in a remote environment.
• Reliable, organized, and proactive.

Shopify

Gorgias

• Contracted Hours per Week: 20 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 11:00 AM–4:00 PM EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 20 hours/week
• Daily Working Time: 11:00 AM–4:00 PM EST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: Female
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Excellent communication and written English)
• REGION PREFERENCES: Any