Role Overview

We’re looking for a highly organised and proactive Virtual Assistant to support day-to-day e-commerce operations. This is a hands-on role covering order management, non-technical customer service, and admin. You’ll need to manage multiple tasks across multiple platforms with minimal supervision — we’ll provide SOPs, but we need someone who can run with them independently.

 

Key Responsibilities

Order Management

• Process and manage orders across WooCommerce, eBay, and Amazon
• Generate and manage shipping labels (Parcelforce, Royal Mail)
• Process refunds and arrange replacement dispatches, updating order records accordingly
• Track order progress and flag or resolve fulfilment issues

Customer Support

• Respond to non-technical customer enquiries via email and WhatsApp
• Handle after-sales queries: delivery updates, returns, missing items, order amendments
• Provide timely, professional, and helpful assistance across all channels

Operations Coordination

• Liaise with warehouse staff via WhatsApp regarding picking, packing, and dispatch
• Chase suppliers and follow up on pending orders

Administrative Support

• Maintain and update spreadsheets and internal records
• Organise and file invoices and documentation

Requirements

• Proven experience in e-commerce operations or virtual assistance
• Hands-on experience with WooCommerce, Amazon Seller Central, or eBay
• Customer service and after-sales experience
• Strong organisational and multitasking skills
• Excellent written English
• High attention to detail and accuracy
• Reliable and available consistently during the stated hours

  Nice to Have

• Experience with marketplace seller tools and integrations
• Familiarity with Xero, shipping platforms, or automation tools like Make.com

What to Expect

You’ll be working alongside a small, fast-moving team. The role is largely autonomous — we provide clear processes and expect you to follow them without being chased. You’ll coordinate with warehouse staff on WhatsApp and communicate with customers directly, so professionalism and common sense matter more than hand-holding.