CPT-11421 Amazon Customer Service Virtual Assistant

• →Monitor incoming Amazon emails and customer inquiries.
• →Respond to customer messages promptly and professionally.
• →Follow established response procedures, templates, and company guidelines.
• →Provide accurate information based on approved policies and resources.
• →Handle common customer questions and concerns.
• →Escalate issues that require management or additional assistance.
• →Maintain a professional and customer-focused tone in all communications.
• →Ensure customer inquiries are properly addressed and followed through to resolution.

• Review customer concerns and determine the appropriate next steps.
• Assist with resolving routine customer service issues.
• Follow up on unresolved inquiries when necessary.
• Identify recurring customer questions or issues and communicate them to the appropriate team member.
• Maintain accuracy when handling customer information and order-related communications.
• Prioritize urgent or time-sensitive customer requests.

• Keep customer communication organized and up to date.
• Follow existing workflows and processes used by the client's customer service team.
• Document relevant customer interactions when required.
• Coordinate with the client's team regarding escalated or unusual cases.
• Maintain consistency in customer responses and service standards.

• Participate in the initial training period Monday–Friday, 8:00 AM–2:00 PM CST for approximately 1–2 weeks.
• Learn the client's Amazon customer service processes, policies, and communication standards.
• Follow established procedures accurately after training.
• Ask appropriate questions during training and demonstrate the ability to work independently.
• Adapt to process updates and new instructions as the business evolves.

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:

• Previous experience in customer service, email support, or virtual assistance.
• Experience handling customer inquiries through email or similar platforms.
• Strong written English communication skills.
• Excellent attention to detail.
• Ability to communicate professionally and clearly with customers.
• Strong organizational and time-management skills.
• Ability to follow established processes and instructions.
• Comfortable working independently after training.
• Reliable internet connection and appropriate remote-work setup.
• Willingness and availability to work the required evening and weekend schedule.
• Ability to commit to the long-term nature of the engagement.

• Previous experience supporting Amazon sellers or ecommerce businesses.
• Experience with Amazon Seller Central.
• Experience handling Amazon customer messages or seller communications.
• Familiarity with ecommerce customer service workflows.
• Experience working with customer service templates or knowledge bases.
• Previous experience working remotely with international clients.

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 24 hours/week
• Daily Working Time:
  • Monday: 7:00 PM–11:00 PM CST — 4 hours
  • Tuesday: 7:00 PM–11:00 PM CST — 4 hours
  • Wednesday: OFF
  • Thursday: OFF
  • Friday: 7:00 PM–11:00 PM CST — 4 hours
  • Saturday: 11:00 AM–5:00 PM CST — 6 hours
  • Sunday: 11:00 AM–5:00 PM CST — 6 hours
• Scheduled Working Days: Monday, Tuesday, Friday, Saturday, and Sunday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Strong written English proficiency)
• REGION PREFERENCES: Any

• Contracted Hours per Week: 24 Hours
• Scheduled Working Days: Monday, Tuesday, Friday, Saturday, and Sunday
• Daily Working Time:
  • Monday: 7:00 PM–11:00 PM CST — 4 hours
  • Tuesday: 7:00 PM–11:00 PM CST — 4 hours
  • Wednesday: OFF
  • Thursday: OFF
  • Friday: 7:00 PM–11:00 PM CST — 4 hours
  • Saturday: 11:00 AM–5:00 PM CST — 6 hours
  • Sunday: 11:00 AM–5:00 PM CST — 6 hours

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