Customer Service & Virtual Assistant (E-commerce)

Job description

Great customer service does more than answer questions. It builds trust, protects revenue, and turns first-time buyers into loyal customers. Our client is looking for a customer-focused professional in Lebanon who can take ownership of daily customer interactions and order operations across growing e-commerce brands. If you know Shopify, communicate confidently in Arabic, English, and French, and stay composed when things get busy, this could be your path toward a senior customer service leadership role. Why This Opportunity Matters You’ll be at the center of the customer journey, supporting shoppers from their first message through order fulfillment and post-purchase follow-up. Your work will directly influence customer satisfaction, completed orders, product reviews, and repeat business. This is not a role where you simply respond to messages. You’ll help recover cancelled orders, identify upselling opportunities, coordinate with delivery partners, and keep essential customer and order information accurate. Strong performance will be recognized with additional earning potential and a clear path toward greater responsibility. What You’ll Own In this role, you will: Manage customer conversations on WhatsApp with professionalism, empathy, and speed. Process customer orders accurately and ensure all required information is complete. Follow up with fulfillment and delivery partners regarding cancelled orders. Speak with customers to understand cancellation reasons and recover orders whenever possible. Maintain accurate customer and order records in shared Google Sheets. Make outbound calls to request product reviews and explore relevant upselling opportunities. Collect customer feedback that helps strengthen trust in the brands and improve the customer experience. Moderate comments on social media advertisements while protecting a professional brand image. Provide dependable administrative support and handle additional virtual assistant tasks as business needs evolve. Your success will be measured by the quality of your customer interactions, the accuracy of your work, your ability to support order targets, and the ownership you bring to daily operations. What Makes You Successful You’ll thrive in this role if you are a Lebanese national currently based in Lebanon and a native Arabic speaker with a very good command of both English and French. Previous customer service experience with e-commerce brands in Lebanon is required, including hands-on experience using Shopify. You should also be comfortable working with CRM systems, Microsoft Excel, and Google Sheets. Because phone communication is an important part of the role, you’ll need to be comfortable and confident speaking with customers, requesting reviews, handling objections, and introducing relevant upselling opportunities. You’ll be especially successful if you: Communicate politely and professionally, including during difficult customer interactions. Stay calm, organized, and focused when order volumes or customer demands increase. Show empathy while remaining clear and solution-oriented. Learn new processes quickly and apply feedback. Work with discipline and reliability without needing constant follow-up. Take initiative instead of waiting for every next step to be assigned. Are serious about building a long-term career in customer service and e-commerce operations. Additional training will be provided when needed, but motivation, professionalism, and accountability must come from you. What’s In It for You This is a full-time opportunity with a base salary of $250 to $350 per month , plus performance bonuses for orders completed above the defined target. Each additional qualifying order above the threshold earns an extra bonus. Working hours are 9:00 AM to 6:00 PM , including a two-hour break . More importantly, the role offers a clear progression path. Strong performers who consistently meet targets, demonstrate ownership, and support the wider operation can advance into a Senior Customer Service or Head of Customer Service position. As the business expands, your responsibilities may grow across our client’s operations in Lebanon and the GCC, as well as the upcoming clothing brand. This creates meaningful exposure to multi-brand customer service, regional e-commerce operations, and team leadership. Ready to Take Ownership? If you’re looking for a role where your communication skills can directly influence customer loyalty, revenue, and business growth, this is your opportunity. Apply if you have the required e-commerce and Shopify experience, enjoy solving customer problems, and are ready to grow from a front-line customer service professional into a future leader. About Our Client Our client operates growing e-commerce brands serving customers in Lebanon, with plans to expand further across the GCC and launch a new clothing brand. The business values reliable people who take ownership, learn quickly, and remain professional under pressure. As the brands grow, high-performing team members will have opportunities to expand their responsibilities across multiple products and markets.