CPT-11421 Amazon Customer Service Virtual Assistant

Independent Contractor – CPT-11421 Amazon Customer Service Virtual Assistant/Business Support VA/Junior-Senior 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 seeking a reliable and detail-oriented Amazon Customer Service Virtual Assistant to support the client's ongoing Amazon customer service operations. The VA will primarily be responsible for responding to Amazon emails and customer inquiries, following established processes and maintaining a professional and helpful tone in all communications. This position will closely mirror the customer service responsibilities currently being handled by an existing VA. The ideal candidate should be comfortable managing email-based customer support, following instructions accurately, and working independently once trained. The role requires strong written communication, attention to detail, reliability, and the ability to work effectively during evening and weekend hours.

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:

Amazon Customer Email Support

• Monitor incoming Amazon emails and customer inquiries.
• Respond to customer messages promptly and professionally.
• Follow established response procedures, templates, and company guidelines.
• Provide accurate information based on approved policies and resources.
• Handle common customer questions and concerns.
• Escalate issues that require management or additional assistance.
• Maintain a professional and customer-focused tone in all communications.
• Ensure customer inquiries are properly addressed and followed through to resolution.
• Respond to customer inquiries regarding order status, missing deliveries, and incorrect or customized products.
• Ensure customer emails receive a response within the client's 24-hour response window.
• Assist the existing customer service representative with email coverage on their days off and during periods of higher email volume.

Customer Service & Issue Resolution

• Review customer concerns and determine the appropriate next steps.
• Assist with resolving routine customer service issues.
• Follow up on unresolved inquiries when necessary.
• Identify recurring customer questions or issues and communicate them to the appropriate team member.
• Maintain accuracy when handling customer information and order-related communications.
• Prioritize urgent or time-sensitive customer requests.
• Verify customer-provided customization details, including names and spelling, to ensure they match the information entered into the system.
• Assist with correcting simple text or spelling errors in customized products using the client's production software.
• Aim to complete assigned email tickets during each shift while prioritizing timely and accurate responses.

Administrative Support

• Keep customer communication organized and up to date.
• Follow existing workflows and processes used by the client's customer service team.
• Document relevant customer interactions when required.
• Coordinate with the client's team regarding escalated or unusual cases.
• Maintain consistency in customer responses and service standards.
• Navigate multiple systems simultaneously to review customer inquiries, verify order details, and process necessary corrections.
• Maintain a stable connection when accessing the client's systems remotely through a VPN.

Training & Process Adherence

• Participate in the initial training period Monday–Friday, 8:00 AM–2:00 PM CST for approximately 1–2 weeks.
• Learn the client's Amazon customer service processes, policies, and communication standards.
• Follow established procedures accurately after training.
• Ask appropriate questions during training and demonstrate the ability to work independently.
• Adapt to process updates and new instructions as the business evolves.

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:

• Previous experience in customer service, email support, or virtual assistance.

• Experience handling customer inquiries through email or similar platforms.

• Strong written English communication skills.

• Excellent attention to detail.

• Ability to communicate professionally and clearly with customers.

• Strong organizational and time-management skills.

• Ability to follow established processes and instructions.

• Comfortable working independently after training.

• Reliable internet connection and appropriate remote-work setup.

• Willingness and availability to work the required evening and weekend schedule.

• Ability to commit to the long-term nature of the engagement.

• Preferred Qualifications

• Previous experience supporting Amazon sellers or ecommerce businesses.

• Experience with Amazon Seller Central.

• Experience handling Amazon customer messages or seller communications.

• Familiarity with ecommerce customer service workflows.

• Experience working with customer service templates or knowledge bases.

• Previous experience working remotely with international clients.

Ideal Candidate: We're looking for someone who:

• Is reliable and consistent, especially with scheduled shifts.

• Has excellent written communication and a professional customer service tone.

• Pays close attention to details and avoids errors in customer responses.

• Can quickly learn and follow established processes.

• Is comfortable handling repetitive customer service tasks while maintaining quality.

• Takes ownership of customer inquiries and follows through until resolution.

• Knows when to resolve an issue independently and when to escalate it.

• Is adaptable and willing to learn the client's specific Amazon processes.

• Can work independently while remaining responsive to the client's team.

• Is looking for a stable, long-term VA engagement.

• Required System Specifications

We require all new hires to have a computer and internet connection that meet certain criteria to effectively perform their job functions. A dedicated computer is ideal and highly recommended to keep both business and personal activities separated. Minimum Requirements are as follows:

• Processor: Intel Quad Core i7 or better

• Memory: At least 16GB or above

• Internet Connection Speed: At least 75Mbps or above

• Platform: Windows Operating System

• Version Build: Windows 10 or 11

• OS Edition: Professional or Business

• APPLICATION SOFTWARE KNOWLEDGE / REQUIRED TOOLS

• CategoryTools / Platforms

• Ecommerce Platform

• Amazon

• Customer Support

• Amazon Customer Email / Messaging

• Communication

• Email

• Productivity

• Microsoft Office / Google Workspace

• Documentation

• Google Docs / Microsoft Word

• File Management

• Google Drive or similar cloud storage

• Work Schedule

• Contracted Hours per Week: 24 Hours

• Training schedule: Monday-Friday, 8AM-1PM CST (25 hours)

• Regular Scheduled Working Days: Monday, Tuesday, Friday, Saturday, and Sunday

• Daily Working Time:

• Monday: 7:00 PM–11:00 PM CST — 4 hours

• Tuesday: 7:00 PM–11:00 PM CST — 4 hours

• Wednesday: OFF

• Thursday: OFF

• Friday: 7:00 PM–11:00 PM CST — 4 hours

• Saturday: 11:00 AM–5:00 PM CST — 6 hours

• Sunday: 11:00 AM–5:00 PM CST — 6 hours

• 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

• Role Summary & Requirements

• REQUIRED SERVICE: Business Support

• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level

• Contracted Hours per Week: 24 hours/week

• Training schedule: Monday-Friday, 8AM-1PM CST (25 hours)

• Regular Daily Working Time:

• Monday: 7:00 PM–11:00 PM CST — 4 hours

• Tuesday: 7:00 PM–11:00 PM CST — 4 hours

• Wednesday: OFF

• Thursday: OFF

• Friday: 7:00 PM–11:00 PM CST — 4 hours

• Saturday: 11:00 AM–5:00 PM CST — 6 hours

• Sunday: 11:00 AM–5:00 PM CST — 6 hours

• Scheduled Working Days: Monday, Tuesday, Friday, Saturday, and Sunday

• REPORTING TO/POC: To Be Determined

• Number of VAs: 1

• GENDER PREFERENCE: None

• LANGUAGES SPOKEN/PREFERENCE: English

• ACCENT PREFERENCE: Level A-B (Strong written English proficiency)

• REGION PREFERENCES: None

What we offer

• Competitive rates
• Weekly payments
• Various open roles are available
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• And more