Full-Time Virtual Assistant – Customer Service (Social Media & Email) for Australian eCommerce Store

We're an Australian-based eCommerce store looking for a reliable, full-time Virtual Assistant to join our customer service team. You'll be working alongside our existing team of VAs to keep our customers happy across social media and email. What you'll be doing: Responding to customer comments and DMs on social media (Instagram, Facebook, TikTok) Replying to customer service emails (order issues, product questions, returns/refunds, general inquiries) Escalating complex issues to the team lead when needed Maintaining a friendly, on-brand tone in every interaction Keeping track of recurring issues or feedback to flag to the team Following our SOPs and templates for consistency What we're looking for: Previous experience in customer service, ideally in eCommerce Excellent written English — clear, friendly, and typo-free Comfortable using tools like Gorgias, Zendesk, Shopify, or similar (or quick to learn) Able to work independently but also collaborate well with a team Reliable internet connection and a quiet place to work Available to work full-time hours that overlap with Australian business hours (AEST/AEDT) Bonus: experience with social media platforms and comment moderation Details: Full-time position (40 hrs/week) Long-term opportunity for the right person Must be able to work AEST/AEDT hours (please note your timezone in your application) Training and templates provided, but we value initiative and good judgment To apply, please include: A short intro about your customer service experience Your available hours in AEST/AEDT An example of how you'd respond to an unhappy customer whose order arrived late