Online Order Support Virtual Assistant

About the Role

Become a crucial member of TalentPop App as a Brand Concierge specializing in E-commerce Sales and Order Support. In this remote position, you will enhance customer experiences by guiding shoppers through their purchase process, recovering lost sales, and fostering enduring brand loyalty through tailored engagement.

Key Responsibilities

• Interact with customers across multiple communication channels including chat, email, phone, and SMS to support ordering, product inquiries, and after-sales requirements, with a focus on boosting conversion rates and customer satisfaction.
• Identify and act on opportunities to upsell, cross-sell, and create product bundles to increase the average transaction value.
• Assist with subscription recovery, cart abandonment follow-ups, winbacks, and retention strategies related to sales.
• Manage order tracking inquiries, handle returns, exchanges, and cancellations in ways that aim to preserve sales when possible.
• Consistently represent the brand voice delivering a unique and dedicated concierge service in every customer interaction.
• Keep detailed and accurate records of customer interactions and share meaningful insights to enhance sales and improve the customer journey.
• Collaborate with internal departments to implement feedback aimed at optimizing the sales conversion process.

Candidate Profile

• At least one year of remote or online experience in sales or customer support.
• Must possess e-commerce experience focused on upselling, cross-selling, abandoned cart recovery, subscription management, winbacks, or post-purchase support.
• Excellent persuasive communication skills with a proven ability to convert leads and close sales through relationship building.
• Minimum one year of customer service experience via phone, chat, or email; direct e-commerce sales experience highly preferred.
• Experience with Shopify, CRM systems, or customer engagement platforms is advantageous.
• Self-driven, goal-focused, and capable of excelling in a fast-moving remote work environment.

Technical Setup Requirements

• A personal computer or laptop equipped with at least an Intel i5 processor.
• Reliable internet connection with a minimum of 25 Mbps for both upload and download speeds.
• A quiet and professional home workspace suitable for handling calls.

Benefits and Perks

• Opportunity to earn sales commissions and annual performance-based salary increases.
• Paid time off to support work-life balance and relaxation.
• Health coverage through HMO or alternative monthly health stipend.
• Bonuses and recognition programs for high-performing employees.
• Fully remote and permanent work-from-home arrangement.
• Supportive team environment promoting career growth and development.

Additional Information

Applications are expedited for candidates who correctly select the "Brand Concierge" role and enter the application code ESOS during the application process. Applications failing to follow these instructions will not be considered.