Brand Concierge - E-commerce Sales & Order Support Virtual Assistant

About the Role

Join the team as a Brand Concierge specializing in e-commerce sales and order support, providing customers with a personalized, high-touch service experience that encourages brand loyalty and repeat business. This remote position involves guiding shoppers through their purchasing process while recovering lost sales opportunities and enhancing customer satisfaction.

Key Responsibilities

• Interact with customers through chat, phone, email, and SMS assisting with order inquiries, product questions, and post-purchase support while focusing on conversion and satisfaction.
• Identify and implement upselling, cross-selling, and product bundling strategies to increase average order values.
• Manage subscription recovery, winbacks, abandoned cart follow-ups, and other sales retention activities.
• Handle order tracking, returns, exchanges, and cancellation requests, maximizing chances to retain sales.
• Consistently embody the brand voice and deliver a personalized concierge-level customer experience.
• Accurately maintain customer records and analyze data to share actionable insights on sales trends and customer journey improvements.
• Collaborate with internal teams to integrate feedback and refine conversion processes.

Candidate Requirements

• Minimum of one year experience in remote or online sales and customer support roles.
• Demonstrated e-commerce expertise, particularly in upselling, cross-selling, recovering abandoned carts, subscription management, and post-purchase assistance.
• Strong persuasive communication and relationship-building skills to effectively convert leads and secure sales.
• One year of customer service experience via phone, email, or chat; e-commerce sales background preferred.
• Familiarity with platforms such as Shopify, CRM systems, or customer engagement tools is advantageous.
• Self-starter attitude with goal orientation and the ability to thrive in a remote fast-paced environment.

Technical Requirements

• A personal desktop or laptop equipped with at least an Intel i5 processor.
• Reliable internet service with minimum 25 Mbps upload and download speeds.
• A quiet and professional workspace optimal for phone and online communications.

Benefits and Perks

• Commission earnings with annual performance-based salary increases.
• Paid time off for rest and rejuvenation.
• Health insurance coverage or a monthly health stipend.
• Bonuses for outstanding performance and recognition.
• Fully remote, permanent work-from-home arrangement.
• Supportive and friendly team atmosphere with genuine growth opportunities.

Application Instructions

To ensure your application is considered swiftly, please select 'Brand Concierge' as the role and include the application code ESOS in the designated field. Failure to follow these steps will result in your application not being reviewed.