Customer Service & Sales Support Virtual Assistant – ACTIVE

Job Application Code: 003802HC (add this to the application form)

Shift: Full-Time, Monday to Friday, 8am to 5pm Sydney time (with 1 hour unpaid lunch/break).

Role Overview:

Hank runs a growing B2B wholesale business supplying materials to cafés and other food and beverage businesses. He has around 100 to 150 active customers and a database of 500 to 600 dormant customers who represent a real opportunity for repeat business. He is looking for one dedicated, highly accountable Customer Service & Sales Support Virtual Assistant to take ownership of customer service, order management, follow-ups and customer reactivation.

This is not a “reply and move on” role. Hank wants someone who makes sure each customer actually gets the answer they need, follows through on outstanding issues and closes the loop every time.

Primary Mission

Become the primary point of contact for customers, so every enquiry is answered, every order is accurate, every overdue account is followed up, and dormant customers are brought back to active ordering.

Key Responsibilities

Customer Service & Communication

• Manage customer enquiries across WhatsApp, Messenger, WeChat, email, Shopify Inbox, Order Mentor and phone when required.
• Answer questions on products, pricing, availability, deliveries, order status and account setup.
• Respond to every enquiry within two hours, and keep customers updated while issues are being resolved.

Order Taking & Order Management

• Receive and confirm customer orders, and enter them accurately into Shopify or Order Mentor.
• Check products, quantities, customer details, delivery information and payment requirements.
• Confirm payment where required and hand completed orders over to the Order Fulfilment Team.

Delivery Enquiries & Open Order Follow-Up

• Act as the customer-facing contact for delivery and order status questions.
• Identify, escalate, follow up, update the customer and close the loop. You are not expected to solve every operational issue, but you own the communication back to the customer.
• Monitor open or incomplete orders and follow up with customers or the internal team so nothing falls through the cracks.

Accounts Receivable & Payment Follow-Up

• Monitor overdue accounts, send payment reminders (around three days after an account becomes overdue) and record payments received.
• Follow the established AR process and report accounts that need further action.

Customer Reactivation & Sales Support

• Review dormant customer records, contact inactive customers and start conversations about new orders.
• Follow up with interested customers until they are reactivated, lost or need further nurturing.
• Work toward a target of 15 reactivated customers per month.
• Keep a simple Excel-style tracker covering date contacted, contact method, response, stage, follow-up date, opportunity and next action.

Weekly Reporting

• Prepare a weekly report on significant customer enquiries, overdue accounts and payments, and reactivation activity and opportunities.
• Help the business understand what customers are asking for and where new opportunities may exist.

First 90 Days

• Days 1 to 30, Learn & Stabilise: learn the products, customers, platforms (Shopify, Order Mentor), order, payment and delivery processes, and establish the two-hour response standard.
• Days 31 to 60, Take Ownership: take primary ownership of customer enquiries, process orders accurately, support AR and open order follow-up, begin structured reactivation and produce weekly reports.
• Days 61 to 90, Operate Independently: manage most enquiries independently, meet the two-hour standard consistently, escalate appropriately and work toward the 15 reactivations per month target.

Required Skills

• Highly accountable, with strong ownership and follow-through.
• Careful, patient and detail-oriented, especially with orders, quantities, payments and customer needs.
• Strong written and verbal English communication skills.
• Organised and able to manage multiple conversations, orders and follow-ups at once.
• Proactive, and does not wait to be reminded to follow up.
• Comfortable escalating issues while still owning the customer communication.

Nice to have

• Experience in customer service, account management, sales support or order processing.
• Experience with Shopify or e-commerce, CRM or database management, or accounts receivable.
• B2B or wholesale experience, or customer reactivation and sales follow-up (not mandatory).

Who This Role Suits

• Someone who takes ownership of the customer experience rather than simply completing tasks.
• Calm and patient when handling many enquiries at the same time.
• Commercially minded, and can spot opportunities to bring dormant customers back.
• Pays close attention to what the customer actually needs, not just the numbers.

What Success Looks Like

• Excellent customer service, accurate order management, controlled accounts receivable and consistent follow-up.
• Customer enquiries answered within two hours and followed through to resolution.
• Dormant customers reactivated, bringing in additional orders.
• Hank has one dedicated person accountable for customer service, order support, follow-up and reactivation.