Job description for Customer Service / Support VA at Online Fellas
About the Role
Online Fellas is looking for a friendly and solutions-focused Customer Support Virtual Assistant to help clients deliver a positive customer experience. You will respond to enquiries, resolve common issues, and ensure customers receive clear and timely assistance.
Key Responsibilities
- Respond to customer enquiries through email, live chat, social media, or phone.
- Provide accurate information about products, services, orders, and policies.
- Handle complaints professionally and identify suitable solutions.
- Record and update customer interactions in the CRM or support system.
- Escalate complex issues to the appropriate team member.
- Follow up with customers to confirm that issues have been resolved.
- Maintain response-time and customer-service standards.
- Identify common customer concerns and share feedback with the team.
Requirements
- Excellent written and spoken English.
- Friendly, patient, and professional communication style.
- Strong problem-solving and active-listening skills.
- Ability to remain calm when handling difficult situations.
- Comfortable learning CRM, helpdesk, and communication platforms.
- Previous experience in customer service or customer support is preferred.
- Reliable computer, headset, and stable internet connection.
Successful candidates will be featured on the Online Fellas Early Release Platform (website), where they can connect with potential clients through a streamlined selection process.
