Customer Service Virtual Assistant (E-Commerce)

Overview

We are looking for a detail-oriented and responsive Virtual Assistant to support customer service and claims management for an online used-phone business selling across Europe and the USA. You will handle day-to-day customer inquiries, order issues, returns, refunds, and marketplace claims—primarily through the Back Market portal.

Experience in e-commerce customer support, especially on platforms like Amazon, eBay, Walmart, or Back Market, is highly preferred. The ideal candidate is resourceful, proactive, and comfortable working independently.

Responsibilities

• Respond to customer messages and inquiries via the Back Market portal
• Manage post-purchase issues such as delayed shipments, defective items, and general concerns
• Process claims including lost packages, returns, refunds, and warranty-related concerns
• Coordinate with logistics partners or marketplace support when needed
• Maintain and update Google Sheets for customer logs and claims tracking
• Monitor marketplace notifications and address tasks within required SLAs

Requirements

• Experience in customer service, preferably in e-commerce
• Familiarity with Amazon, eBay, Walmart, or similar marketplace workflows
• Strong knowledge of Google Sheets
• Excellent written English communication skills
• Prior experience with Back Market is a plus
• Highly responsive, reliable, and detail-oriented
• Able to work independently with minimal supervision

Schedule

• Part-Time: 20 hours per week
• Monday through Friday
• 10:00 AM – 2:00 PM CET (flexible)
• Opportunity to grow into full-time as business scales