Virtual Assistant Jobs: Remote Customer Service (FT)

You will own the customer and order desk end to end from answering calls and enquiries, placing and updating orders, coordinating with the fulfilment network so deliveries land on time, calling abandoned carts, running the website chatbot, and handling day-to-day social media and marketing activity. This is a hands-on, fast-paced role. Peak seasons — Valentine’s Day, Mother’s Day and Christmas — are intense, and our client needs someone who stays calm, organised and warm under pressure.

Answer inbound phone calls and take orders accurately over the phone — recipient name, address, delivery date, card message and contact number.
Respond to customer enquiries by email, website chat, social media DMs and comments — quickly, warmly and in clear written English.
Place, update, amend and cancel orders in the e-commerce system, including changes to delivery dates, addresses and card messages.
Proactively manage delivery cut-offs and set realistic expectations with customers.
Handle complaints, delivery issues and quality concerns with empathy — resolve, escalate where needed, and follow up until closed.
Manage sympathy and funeral orders with extra care and urgency — service time, chapel details and card wording checked twice.
Liaise daily with the fulfilment florist network to confirm, amend and follow up orders.
Chase delivery confirmations and resolve failed or delayed deliveries.
Escalate substitutions and product availability issues, and tell the customer before they notice.
Keep order notes and delivery statuses current so nothing falls through the cracks.
Call every abandoned cart — work the abandoned cart list daily and phone each one while the order is still warm.
Follow up by SMS and email where the call does not connect, and keep following up until the cart is recovered or closed off.
Ask the question that unblocks the sale — price, delivery date, delivery area, product availability — and complete the order over the phone.
Log every outcome and drop-off reason in GoHighLevel so the business learns why carts are being abandoned.
Report recovery numbers weekly — carts called, carts recovered, common objections.
Work daily inside GoHighLevel — contacts, conversations, pipelines, tasks and workflows.
Manage and monitor the website chatbot: respond to handovers, review conversations, and flag gaps in the bot’s answers.
Follow up quotes, corporate enquiries and wedding enquiries through the pipeline.
Keep the CRM clean — tags, notes, contact records and pipeline stages always accurate.
Schedule and publish posts across Facebook, Instagram, Pinterest and X.
Create simple graphics and short-form content in Canva from supplied product photography.
Write captions and light copy that sound like the brand — warm, Australian, not corporate.
Respond to comments, DMs and reviews, and escalate anything negative straight away.
Support seasonal campaigns — promo assets, email and SMS sends, countdown posts.
Basic reporting on engagement, enquiries and recovered carts.
Use Claude or ChatGPT day to day to draft replies, captions and product copy, and to speed up repetitive admin.
Improve and maintain chatbot responses and canned reply templates.
Bring ideas to the table — if a task can be automated or templated, we want to hear it.

2+ years in customer service, order processing, e-commerce support or an inbound sales role.
Excellent spoken English, confident, clear and friendly on the phone with Australian customers.
Excellent written English with no typos, no awkward phrasing.
Hands-on GoHighLevel (GHL) experience — conversations, contacts, pipelines and workflows, not just having seen it.
Experience taking orders or bookings accurately under time pressure.
Comfortable making outbound calls to customers who did not complete an order — this is not a passive support role.
Comfortable with an e-commerce back end — WooCommerce, Shopify, Ecwid, BigCommerce or similar.
Genuine social media or marketing experience — scheduling, captions, Canva, community management.
Practical AI experience with Claude or ChatGPT in a work setting.
Reliable fibre internet (25 Mbps+), a backup connection, a working headset and a quiet home office.
Available for the full Australian day shift Monday to Friday, plus Saturday morning cover in peak seasons.
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Floristry, gifting, hospitality or retail background.
Experience with a relay or third-party fulfilment network.
Email marketing and SMS campaign experience.
Basic video editing for Reels and TikTok.
Experience supporting Australian customers specifically.