Customer Service and Virtual Assistant

We are looking for an energetic, passionate, creative, and proactive Customer Support Representative and a Virtual Assistant to support an eCommerce business’ operations. Main job roles are: • Customer Support Lead (phone, emails, chat) • Executive Assistant Critical Skills required for this job are: • Excellent English Speaking and Writing • Knowledge of Russian Language • Excellent Project and Time Management • MS Excel/Word Proficiency Knowledge of the following software applications is a desired plus: • Todoist • Google Drive • Amazon Seller • Shipstation • FeedbackFive • Slack • [login to view URL] • OneReach • Proonto • Receiptful Daily Reporting deliverables include: • A list of completed tasks • A list of issues requiring management attention Below is a summary of typical daily tasks. • Answer customers’ emails, phone calls, chat requests from multiple marketplaces • Manage Support Ticket System • Scheduled meetings • Identify current customer satisfaction issues and find ways to solve them • Engage in customer support conversations • Solve issues related to order being fulfilled by contacting clients via phone and emails • Submit insurance claims with shipping carriers • Follow up with clients who provided negative feedback • Manage voicemail and return phone calls to customers with need in assistance. • Review our websites for any missing information or descriptions/data to be edited • Provide to management feedback collected from customers • Provide suggestions on the information to be provided on the company’s newsletter, social media outlets or other channels of marketing. • Update/maintain an employee handbook (desk procedures / reference book) for working in Customer Service Department • Manage various ad hoc projects It is a Part-Time role which requires to work during the following times. Mo-Fr: 9am-12pm, 7pm-8pm EST (New York) St-Su: 10am-11am EST (New York)