Remote Customer Support Specialist (Ecommerce)

Virtual Staff 365; United States; Remote; USD 38,000 - 60,000; Full time

Benefits offered by this job

HMO (STAFF only)

Annual leave

13th month pay

Government mandated benefits

Permanent work-from-home

Job summary

Virtual Staff 365 is seeking a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across phone, email, live chat, and messaging channels. You will handle product, order, delivery, and warranty enquiries with accuracy, empathy, and consistency.

The role requires at least 2 years in customer service or e-commerce support, outstanding English skills, and the ability to work remotely during Australian Eastern Standard Time business hours.

Qualifications

• Minimum 2 years of experience in customer service, e-commerce support, or order management.
• Outstanding written and verbal English skills with a clear, professional tone.
• Demonstrated experience managing both inbound and outbound customer support calls.
• Strong organisational skills with the ability to manage competing priorities independently.
• Sound commercial judgement when handling warranties, returns, and sensitive information.
• Permanent work-from-home set-up.
• Dayshift (Australian Eastern Standard Time business hours).
• Full-time job.
• HMO (STAFF only).
• Annual leave.
• 13-month pay.
• With Government mandated benefits.

Responsibilities

• Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels.
• Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care.
• Handle complex or sensitive customer situations with patience, discretion, and empathy.
• Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs.
• Record all interactions thoroughly in the helpdesk platform to ensure complete case histories.
• Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues.
• Maintain internal knowledge bases, FAQs, response templates, and procedure notes.
• Identify recurring product or service issues and suggest practical workflow improvements.

Skills

Customer service

E-commerce support

Order management

Written English

Verbal English

Organisational skills

Tools

Dixa

Shopify

Cin7

Job description

Virtual Staff 365 is seeking a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across phone, email, live chat, and messaging channels. You will handle product, order, delivery, and warranty enquiries with accuracy, empathy, and consistency.

The role requires at least 2 years in customer service or e-commerce support, outstanding English skills, and the ability to work remotely during Australian Eastern Standard Time business hours.