Job Description:
Virtual Dream Team is looking for a reliable and detail-oriented Customer Care Virtual Assistant to support a growing e-commerce team. You’ll provide thoughtful and efficient customer support while working closely with customer care, warehouse, inventory, and operations teams to resolve order, shipping, return, exchange, and product-related concerns.

Key Responsibilities:
• Provide friendly, accurate, and timely customer support through email and live chat.
• Resolve customer concerns related to orders, shipping, returns, exchanges, and products.
• Investigate customer issues by reviewing order details, customer history, tracking information, and applicable policies.
• Coordinate with warehouse and inventory teams to address concerns and ensure timely resolutions.
• Develop strong knowledge of products and policies to provide customers with clear and appropriate solutions.
• Manage multiple customer cases and priorities while maintaining accuracy and attention to detail.
• Collaborate with the Customer Care team to identify opportunities to improve the overall customer experience.

We sometimes ask for flexible support on related tasks, but nothing outside your skill set and always with clear communication.

Required Tools:
• Shopify
• RichPanel
• Redo Returns
• Slack
• Google Workspace (Gmail, Drive, Sheets, and Docs)
• Carrier tracking systems

What We're Looking For:
• Previous experience in e-commerce customer service or virtual assistance is strongly preferred.
• Excellent written English with the ability to communicate naturally, professionally, and empathetically with customers.
• Strong attention to detail when reviewing orders, customer history, shipping information, and company policies.
• Good problem-solving skills and the ability to investigate issues thoroughly instead of relying only on scripted responses.
• Dependable, organized, receptive to feedback, and comfortable collaborating with a remote team while managing multiple priorities.
• Experience with Shopify, RichPanel, returns platforms, or customer support tools is an advantage; experience supporting jewelry, fashion, beauty, or another detail-focused DTC/e-commerce brand is a plus.

Working Hours:
• This is a full-time remote position, working 8:00 AM–5:00 PM Eastern Time (ET).

Benefits:
• Paid 30 business days of training + completion bonus
• Work-from-home opportunity
• Yearly anniversary bonus
• 9th month and performance bonuses
• Emergency Support Program
• Birthday vacation bonus
• Access to continuous training resources
• Supportive and high-performing VA community
• Weekly payments
• PhilHealth reimbursement or HMO option

Why Join us?

Join the Phyllis Song Virtual Dream Team and be part of a supportive community where your skills, growth, and success truly matter. We empower our team members with opportunities to learn, thrive, and create meaningful impact while building a flexible and rewarding career.