Customer Service Virtual Assistant

We are looking for a Customer Service Virtual Assistant to provide exceptional support to our customers. The ideal candidate should possess strong communication skills, problem-solving abilities, and a customer-first mindset to ensure a smooth and positive experience for clients.

Key Responsibilities

1. Customer Support & Communication: Respond to customer inquiries via phone or email in a timely and professional manner. Provide accurate information about products, services, and company policies. Maintain a friendly, helpful, and customer-focused tone in all interactions.
2. Issue Resolution & Troubleshooting: Address and resolve customer complaints and concerns efficiently. Escalate complex issues to the appropriate team when necessary. Follow up with customers to ensure their concerns are fully resolved.
3. Order & Account Management:
   Process orders, returns, refunds, and exchanges in accordance with company policies. Track shipments and provide customers with real-time updates. Assist customers with account setup, modifications, and troubleshooting.
4. CRM & Data Entry:
   Maintain and update customer records in CRM systems such as Zendesk, HubSpot, or Salesforce. Log customer interactions and support tickets for seamless follow-ups.
5. Follow-ups & Customer Retention:
   Send follow-up emails or messages to enhance customer satisfaction. Gather customer feedback and report key pain points to improve service quality. Offer proactive solutions to enhance the customer experience and retention.
6. Administrative Support: Prepare customer service reports and performance summaries.

Mandatory Skills

1. Minimum of 3 years of experience in Customer Service - Voice Process, with a strong ability to handle inquiries, resolve issues, and ensure smooth day-to-day processes. Experience is serving international customers (Majorly US & UK) is a must.
2. Good written and spoken English skills with a neutral accent and should be able to express well and effectively.
3. Intermediate proficiency in MS Office, particularly Excel and PowerPoint (Knowledge of creating macros, using pivot tables, and creating PowerPoint presentations in MS Office).
4. Solid understanding of popular social media platforms like LinkedIn, Facebook, and Instagram, with the ability to post content, engage with users, and assist in basic platform management.

Good To Have Skills

1. Conduct online research to gather accurate information and valuable insights on various topics, ensuring relevance and reliability.
2. Candidates having US or UK accents will be preferred.
3. Knowledge about commonly used CRMs such as Monday.com, Salesforce, HubSpot, or Zendesk, with the ability to navigate and perform basic tasks efficiently.
4. Knowledge in basic graphic design tools like Canva or similar tools.
5. Basic Knowledge of AI Tools such as ChatGPT, Gemini, or similar tools.

Work Schedule

1. Shift timings and weekly offs will be based on client requirements and business needs.
2. Candidates should be flexible to work in any shift, including morning, afternoon, evening, or night, as per business requirements.