Customer Service Virtual Assistant

Brand Sauce

Multiple Cities, Pakistan

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PKR. 100,000 - 100,000/Month

Brand Sauce is seeking a dedicated Customer Service Virtual Assistant with a minimum of three years of experience to provide exceptional support through various customer service channels. This role is integral to ensuring customer satisfaction by managing and resolving inquiries efficiently across email and live chat platforms. The ideal candidate is skilled in handling order management, delivery issues, and customer return processes using Shopify and other related systems. They demonstrate excellent time management and conflict resolution abilities, contributing to a seamless customer experience without managing a team. The assistant effectively coordinates order supports, delivery investigations, claims processing, and warranty assessments while maintaining high standards of communication and organization. Responsibilities include managing customer tickets, facilitating returns and exchanges, and applying brand policies judiciously to maintain trust and loyalty. Working closely with warehouse staff and courier services, the candidate ensures that logistics operations align with customer expectations and company requirements.
Responsibilities

Manage customer inquiries via email and live chat, delivering clear and timely responses to enhance customer satisfaction.
Utilize Shopify platform tools for efficient order management, including timeline logging, draft order creation, and updating customer profiles.
Coordinate with warehouse teams for courier allocation, order holds, and timely dispatch of products.
Handle customer ticketing systems to track and resolve support requests promptly.
Process product returns, exchanges, and approve RMA requests in compliance with company policies.
Investigate and resolve delivery issues such as incomplete addresses, fraud risk flags, and delay inquiries.
Enforce order cancellation protocols by applying strict timelines and procedures.
Conduct detailed claims investigations for lost or delayed parcels and manage Return to Sender fee processing.
Evaluate product faults under the companys six-month warranty to determine eligibility for repairs or discounts.
Negotiate partial refunds ranging from 15% to 30%, ensuring fair resolutions for quality concerns.
Maintain accurate records of all customer interactions and order modifications to provide a reliable service history.
Continually update knowledge of platform changes and best practices to maintain high service standards.