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

Role Overview

TalentPop App is seeking a dedicated Brand Concierge to join their remote team, specializing in e-commerce sales and order support. This crucial position focuses on providing individualized assistance to customers throughout their buying process, aiming to recover lost sales and foster lasting brand loyalty through exceptional, personalized service experiences.

Key Duties

• Interact with customers via multiple channels—chat, email, phone, and SMS—to address product questions, order issues, and post-purchase support, prioritizing conversion and satisfaction.
• Identify and capitalize on opportunities for upselling, cross-selling, and bundling products to raise average order values.
• Manage efforts related to recovering subscriptions, winning back customers, assisting with abandoned carts, and other retention-focused sales interactions.
• Handle order tracking, return, exchange, and cancellation requests strategically to maintain sales whenever possible.
• Deliver a personalized, concierge-level customer experience that embodies the brand’s voice in every interaction.
• Keep thorough records of customer communications and provide actionable insights to refine sales techniques and enhance the overall customer journey.
• Work closely with internal teams to incorporate feedback and improve processes that drive higher conversion rates.

Candidate Profile

• Minimum one year of verified remote or online sales and customer support experience.
• Experience specifically in e-commerce sales, including skills in upselling, cross-selling, abandoned cart recovery, subscription assistance or winbacks, post-purchase support, and product bundling.
• Strong persuasive communication skills coupled with a natural aptitude for converting leads and nurturing client relationships.
• At least one year of customer service experience through phone, email, or live chat is mandatory; e-commerce sales background is highly advantageous.
• Familiarity with Shopify, CRM systems, or customer engagement platforms is desirable but not required.
• Self-driven and target-focused, with the ability to excel in a dynamic, remote work environment.

Technical Requirements

• Personal computer or laptop with a minimum Intel i5 processor.
• Reliable internet connection with upload and download speeds of at least 25 Mbps.
• Quiet, professional workspace appropriate for taking calls without interruptions.

Benefits and Perks

• Opportunity to earn commissions alongside annual raises based on performance.
• Paid time off to support rest and well-being.
• Health insurance (HMO) coverage or a monthly health stipend.
• Additional bonuses recognizing outstanding performance.
• 100% remote work arrangement ensuring flexibility and comfort.
• Supportive work culture offering a friendly environment and genuine chances for career development.

Important Application Instructions

To be considered, applicants must select the "Brand Concierge" position during application and enter the code ESOS in the specified application field. Applications failing to meet these exact criteria will not be evaluated.