Customer service via Reamaze (email, chat, social comments) and basic admin tasks
Job Application Code: 003756 (add this to the application form)
Working Hours: M-F or preferably but a deal breaker Monday- Wednesday and Friday- Saturday
9-5pm Sydney (Full Time)
Communication tool: MS teams
Overview
Job Description
The VA will manage end-to-end customer support using Reamaze, assist with community management, and handle routine admin. The ideal candidate has retail/e-commerce experience and the emotional intelligence to engage Maye’s mature customer base with warmth and professionalism.
“A VA who desire empathetic, proactive problem-solver with retail/product knowledge; room to grow into more admin duties”
Key Responsibilities:
Customer Service Responsibilities
- Handle ~100 daily inquiries (300+ after weekends) via Reamaze platform
- Respond to emails, website chat, and social media comments
- Learn ~20 core product styles to answer common questions (e.g. sizing, fit)
- Create FAQs and SOPs to document answers for recurring questions
- Escalate complex inquiries to in-house team when needed
- Aim to manage 60-70% of customer service inquiries independently
Admin and Reporting Tasks
- Potential for expanded admin duties as VA becomes familiar with business
- Assist with Monday reporting: pulling numbers on stock/inventory for spreadsheets
- End-of-day activity reports to be submitted to Mayet Label team
- Reamaze provides visibility into VA’s customer service productivity
More details:
- Customer support via Reamaze (email, live chat)
- Community engagement and comment management
- Handling order changes, returns, sizing requests, and follow-ups
- Admin support for the ops team and warehouse coordination
- Aligning with Maye’s tone of voice and brand identity
Personality Traits Desired:
- High empathy – able to connect with and support Maye’s demographic
- Resilient – remains steady under pressure and during busy periods
- Logical thinker – able to prioritise effectively and follow SOPs
- Proactive problem solver – takes initiative and seeks smart resolutions
Tools:
- Shopify
- Reamaze – Training provided / Learn
- Google Workspace (Gmail, Drive, Calendar)
- Comfortable learning new platforms as needed
Key Attributes:
- Proactive
- High level of attention to detail
- Strong communication skills in both written and verbal
- Highly Organised
- Works well in any team environment
- Reliable – can work autonomously
Minimum Technical Requirements:
Internet Speed: Download: Minimum 50MBPS, Upload: Minimum 20MBPS (will be checked live during your Zoom interview)
Computer Specs: 16GB RAM computer (Windows OS or M1/M2 Mac).
Back up internet (a MUST): Fast internet and Mobile Data (Personal Hotspot)
How to submit your application:
Make sure to attach and submit the following in our VA Application Form:
- Link to Intro Video
- Updated Resume
- Profile image file
- Link to portfolio
Learn More about Our Angel Nation: https://prezi.com/view/kJuHwZwdXr2PhJjiY3ec/
Recruitment Period: For ongoing pooling
Click here to submit your application
Recruitment Steps
Virtual Assistant Activities
