Part-Time E-Commerce Virtual Assistant (Customer Service & Admin)

Overview We are looking for a proactive and detail-oriented E-Commerce Virtual Assistant to support a growing fashion brand. The ideal candidate has prior experience with Shopify, strong customer service skills, and is confident managing inboxes and admin workflows independently. This role requires excellent written communication, consistent response times within 24 hours, and the ability to manage live chat while handling returns, stock updates, and general admin tasks. The goal is to create a smooth, automated customer experience so the business owner can focus on growth and creative work.

Job Title: Part-Time E-Commerce Virtual Assistant (Customer Service & Admin)
Location: Remote
Schedule: 32 hours per week, Monday to Friday, 9:00 AM AEST (Sydney, NSW business hours)

Key Responsibilities
  • Customer Service & Inbox Management
    • Monitor Shopify Inbox live chat and email from 9:00 AM AEST each day
    • Reply to customer queries — orders, products, returns, and warranty claims
    • Follow response workflows; flag anything unusual to the business owners via WhatsApp
    • Log all interactions in a shared Google Sheet
  • Returns & Warranty Processing
    • Process return and warranty claims through our warehouse system
    • Chase up missing info from customers (e.g. photos of faulty items)
    • Create Australia Post return labels and update the returns log
  • Shopify & Admin
    • Update product listings as directed — descriptions, images, copy tweaks
    • Run weekly stock checks and send a reorder report for owner approval
    • Apply discount codes and sales pricing when requested
  • Social Media & Content Support
    • Post to Instagram 3x per week using pre-planned images and captions
    • Monitor and respond to Instagram DMs
    • Resize images in Canva for social and web use
  • Cold Tasks (when you have downtime)
    • Research competitor pricing, campaigns, and product trends
    • Audit product listings for accuracy and consistency
    • Draft email marketing copy using ChatGPT based on a brief provided by the business owner
    • Other ad hoc admin projects as they come up
Required Skills & Experience
  • Experience working with Shopify
  • Competency in Google Sheets and Microsoft Outlook
  • Strong written English communication skills
  • Previous customer service experience
  • High attention to detail
  • Ability to multitask and manage live chat efficiently
Preferred Skills
  • Experience using Canva
  • Interest in fashion and e-commerce
  • Experience handling social media inboxes

Tools & Software Proficiency
  • E-Commerce Platforms: Shopify, Shopify Inbox
  • Customer Support & Reviews: Loox
  • Shipping & Fulfillment: Australia Post
  • Communication: Outlook, WhatsApp
  • Productivity & Documentation: Google Sheets
  • Design & Content: Canva
  • AI Writing Support: ChatGPT
  • Email Marketing: Klaviyo (experience preferred; willingness to learn and grow into the platform is important)
  • Social Media (Potential Use): Instagram, Pinterest
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