Brand Concierge - E-commerce Sales & Order Support Virtual Assistant

About the Role

TalentPop App is seeking a dedicated Brand Concierge to join their remote team as an E-commerce Sales and Order Support Virtual Assistant. In this role, you will be instrumental in enhancing customer purchasing experiences by guiding shoppers through order processes, recovering lost sales, and fostering deep, lasting client relationships through exceptional service.

Key Responsibilities

• Interact with customers through various channels including chat, email, phone, and SMS to address order-related queries, product information, and post-purchase support, prioritizing sales conversions and customer satisfaction.
• Identify opportunities to increase sales revenue by promoting upsells, cross-sells, and product bundles.
• Assist with recovering customers through subscription recovery, winbacks, addressing abandoned carts, and other sales retention activities.
• Manage order tracking, processing returns, handling exchanges, and facilitating cancellations in ways that promote customer retention.
• Deliver a consistent brand voice and provide personalized concierge-level service in every customer interaction.
• Document customer interactions accurately and analyze trends to suggest improvements in sales and service strategies.
• Work collaboratively with internal teams to refine and optimize customer conversion processes based on feedback and performance insights.

Qualifications and Experience

• Minimum of one year’s experience in remote or online sales and customer support roles.
• Prior experience in the e-commerce sector focusing on upselling, cross-selling, abandoned cart recovery, subscription management, winbacks, or similar post-purchase support functions.
• Strong communication and persuasive skills with an aptitude for building relationships and effectively closing sales opportunities.
• At least one year experience delivering customer service via phone, chat, or email; e-commerce sales experience is highly desirable.
• Familiarity with Shopify, CRM platforms, or similar customer engagement tools is advantageous.
• Self-driven, target-oriented, and thrives in a dynamic, remote working environment.

Technical Requirements

• Access to a personal computer or laptop equipped with at least an Intel i5 processor.
• Reliable high-speed internet connection with minimum upload and download speeds of 25 Mbps.
• A quiet, professional space suitable for taking calls and engaging with customers.

Benefits and Perks

• Opportunity to earn commissions along with annual performance-based salary increases.
• Paid time off to unwind and recharge.
• Health coverage through HMO plans or a monthly health allowance.
• Additional bonuses and recognition for outstanding performance.
• Fully remote, permanent work setup.
• A collaborative and supportive workplace culture with clear pathways for professional growth.

Additional Information

Applicants must select the “Brand Concierge” role during application and enter the code “ESOS” to ensure their submission is considered by the recruitment team.