Role Overview
Clients hire a Customer Service Assistant not just to “answer messages,” but to actively protect their brand, reduce churn, and drive customer satisfaction across their Amazon and Private Label stores. This role exists to solve problems before they spread, de-escalate complaints before they turn into bad reviews, and build trust that translates into long-term customer loyalty. You’re here to speak on behalf of the brand—consistently, respectfully, and accurately—no matter how the customer is behaving. If you do your job well, the client sleeps better knowing their reputation is in good hands.
This is not an inbox-clearing role, nor is it just about being polite or fast. Clients don’t pay for speed alone—they pay for sound judgment, clear communication, and cost-sensitive outcomes. One refund too many, one wrong answer, one “sorry” when you should have escalated—those can lose money, hurt rankings, and damage seller metrics. On the flip side, one smart resolution can keep a 5-star review, boost retention, or turn a frustrated buyer into a returning customer. That’s the real weight behind this role.
Standards You Must Meet
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You respond to customer messages within 24 hours, with solutions that are accurate, policy-compliant, and clear.
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When issues arise, you resolve or escalate them before they snowball into A-to-Z claims, chargebacks, or bad reviews.
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Every refund or replacement you approve shows sound judgment — no unnecessary giveaways, no careless losses.
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You protect seller metrics by staying on top of returns, feedback removal requests, and customer satisfaction trends.
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Messages to customers reflect the brand’s tone and professionalism — no typos, no shortcuts, no missteps in voice.
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You don’t just say “sorry”; you clarify, reassure, and restore trust using facts, not guesswork.
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Nothing slips through the cracks — no missed messages, no unanswered complaints, no repeat issues from the same buyer.
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Clients can look at your inbox and know their reputation is in safe, capable hands every single day.
What You’ll Be Doing
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Respond to all customer inquiries within 24 hours using brand-aligned templates and policy-compliant solutions.
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Review each message carefully to prevent over-refunding, avoid miscommunication, and protect seller metrics.
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Monitor and follow up on returns, negative feedback, and unresolved complaints until fully closed and documented.
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Identify high-risk issues early and escalate to the client or lead before they impact account health or public reviews.
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Manage cases in Amazon Seller Central and Shopify accurately — ensuring actions match the actual issue.
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Use judgment to decide between refund, replacement, or denial based on order history, policy, and customer tone.
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Stay active in the team Slack or comms channel to align on escalations, urgent tickets, or flagged trends.
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Run daily inbox checks across Amazon and Private Label channels to ensure zero open cases fall through the cracks.
What You’ll Hand Over
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A clean, fully handled customer inbox with all messages responded to within 24 hours and no unresolved threads.
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A validated log of resolved tickets, escalations, returns, refunds, and feedback actions, updated daily or as agreed.
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A summary of flagged customer concerns, repeat issues, or trends needing client or product team attention.
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Drafts or sent messages that reflect the brand voice — clear, typo-free, and policy-aligned.
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A tracker showing all completed and pending feedback removal or buyer protection actions across relevant platforms.
Tools You’ll Need to Use
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Amazon Seller Central — Core platform for managing customer messages, returns, and order issues across all marketplaces.
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Helium 10 (Alerts & Profits Tools) — Used for monitoring product performance and alerting on review or listing issues that impact the customer experience.
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Gorgias or Zendesk — Centralized ticketing systems for tracking, responding to, and resolving support requests efficiently.
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Google Workspace (Gmail, Sheets, Docs) — Daily communication, reporting, and internal coordination rely on strong use of these tools.
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Slack or Microsoft Teams — Real-time team communication to align on urgent tickets, escalations, and client updates.
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Shopify Admin Panel — For Private Label accounts, used to manage customer orders, refunds, and direct inquiries outside Amazon.
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Yotpo or Judge.me — Review management platforms used to monitor feedback, escalate product issues, and respond to customer sentiments.
Why Work Smarter
Basic repetitive tasks in customer service — tracking orders, updating spreadsheets, sending templated replies — can now be streamlined with platforms like Zapier, Make, and n8n. If a VA cannot identify what should be automated and take steps to implement or suggest smarter workflows, the client is losing both time and money. That’s the hard truth.
While we do not require full automation skills today, awareness is no longer optional. It is fast becoming the default expectation — the silent line between who gets hired and who doesn’t, who advances and who stays stuck. At OES, we set this as a working standard because the market already does.
Why Your Work Matters
Right now, every message you handle holds financial weight. A poorly managed return, a missed escalation, or one careless line in a reply can cost a 5-star review, trigger a claim, or damage seller metrics that took years to build. Your work is not about clearing the inbox—it’s about protecting the pipeline. Clients rely on you to spot risks, control costs, and resolve problems before they impact sales or reputation. That’s not “support work”; that’s operational defense.
At the same time, this role is a lever for growth. Every accurate, well-judged resolution is an opportunity to preserve margin, earn customer loyalty, and save the next sale. Brands that operate across Amazon and Private Label channels need a consistent, trusted voice—one that balances empathy with clarity and speed with control. That voice is yours. When you do this job right, the client earns more, loses less, and scales faster with confidence.
What We Expect From You
As a Generalist Customer Service Assistant in Amazon + Private Label, your role is to hold the frontline with discipline, sound judgment, and sharp execution. You’re expected to move fluidly between tasks—responding to customer inquiries, managing cases with Amazon, and ensuring accurate internal tracking—without losing consistency or compliance. This tier carries limited strategic responsibility, but the accuracy of your actions directly protects the client’s reputation, operation flow, and margin. We’re looking for someone who understands that every ticket, every response, every flag raised is part of a larger system that only works if the details are airtight.
You must bring a clear sense of accountability to every communication, with a mindset that favors process adherence over improvisation. Speed without error, calm under pressure, and a strong grasp of SOPs are non-negotiables here. If you need direction for every step, this role isn’t for you—Generalists are expected to know what “right” looks like and call it out when things go off-course. Your ability to stay aligned with client standards while protecting OES protocols puts you in a position of daily trust and operational impact. This is a foundational role that demands precision and maturity—because sloppy customer service costs money, and at OES, we don’t play with client profit.
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$450 – $900
OES salary standards reflect real market benchmarks, tier and experience level, ensuring fair pay for VAs and realistic expectations for clients.
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