CPT-10202 Customer Service Virtual Assistant (Back Market / E-Commerce) at 20four7VA

This a Full Remote job, the offer is available from: Anywhere APPLICATION INSTRUCTIONS: If you’ve already completed the 20four7VA Recruiting Process—including the Final Interview—or have previously been contracted by a 20four7VA Client, please make sure to apply via the 20four7VA Team Portal for faster processing. Log in using your 20four7VA-issued email address to access the portal. If you’ve just logged in to the Team Portal, please proceed to review the Independent Contractor Opportunity outlined below. Quick Tip: Upload your resume first—this will automatically populate most of the fields in the application form. Let the magic happen! If you're interested in this opportunity, click APPLY TO POSITION to proceed. • ******************************************************************* Title: CPT-10202 Customer Service Virtual Assistant (Back Market / E-Commerce) Independent Contractor – eCommerce VA/Junior Level (Remote). Overview 20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia. We are looking for a detail-oriented and responsive Virtual Assistant to support customer service and claims management for an online used-phone business selling across Europe and the USA. The VA will handle day-to-day customer inquiries, order issues, returns, refunds, and marketplace claims—primarily through the Back Market portal. Experience in e-commerce customer support, especially on platforms like Amazon, eBay, Walmart, or Back Market, is highly preferred. The ideal candidate is resourceful, proactive, and comfortable working independently. The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor. Scope of Services Contractors will be required to provide services that align with the following client tasks: • Customer Service Support Respond to customer messages and inquiries via the Back Market portal. Manage post-purchase issues such as delayed shipments, defective items, and general customer concerns. Provide clear, timely responses aligned with marketplace policies and the company’s standards. • Claims & Order Management Process claims such as lost package claims, returns, refunds, and warranty-related concerns. Assist in coordinating with logistics partners or marketplace support when needed. Ensure all cases are documented and tracked properly. • Data & Administrative Tasks Maintain and update Google Sheets for customer logs, claims tracking, and internal records. Ensure accurate input of case details, resolutions, and follow-up actions. Monitor marketplace notifications and ensure tasks are addressed within required SLAs. Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing. Skills The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements: • Required: Experience in customer service, preferably in e-commerce Familiarity with Amazon, eBay, Walmart, or similar marketplace workflows Strong knowledge of Google Sheets Excellent written English communication skills Ability to analyze issues and follow resolution processes (refunds, claims, returns) • Preferred: Prior experience with Back Market Previous remote/VA experience • Personal Attributes Highly responsive and reliable Organized and detail-oriented Able to work independently with minimal supervision Problem-solver with strong judgment Comfortable working in a fast-growing business with evolving processes • Work Schedule & Requirements 20 hours/week (part-time), Monday to Friday Core Hours: 10:00 AM – 2:00 PM CET (flexible to adjust based on workflow) Stable internet and dedicated workspace Willingness to grow into a full-time role as the business scales Work Schedule • Contracted Hours per Week: 20 Hours • Scheduled Working Days: Monday through Friday • Daily Working Time: 10 AM to 2 PM CET (Central European Time) Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW. Terms of Engagement • Contractors will operate under a Master Services Agreement and a Statement of Work • This is not an offer of employment; contractors are not employees of 20four7VA or any client • All compensation is processed through 20four7VA according to the terms of the engagement By submitting your application, you acknowledge that this opportunity is for an independent contractor engagement and not an offer of employment. All applications will be reviewed based on alignment with client needs, qualifications, and availability. If selected, a member of our team will reach out to discuss next steps and potential client matching. We look forward to reviewing your application and potentially working with you on future client engagements! 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