Customer Service, Operations & Social Media VA

About Viceroy Lingerie

Viceroy Lingerie is an established Australian wholesale lingerie and swimwear business based in Melbourne. We represent and distribute a carefully selected portfolio of premium European lingerie and swimwear brands, supplying independent boutiques and specialist retailers across Australia and New Zealand.

1. Job Role Overview

We are looking for a proactive, organised and customer-focused Virtual Assistant to become an integral part of our small, experienced, hands-on team. This role combines customer service, B2B product administration, CRM management and social media coordination. The successful candidate will help ensure our customers receive exceptional service, our B2B platform remains accurate and professional, our customer data is well maintained, and our marketing activities are executed consistently.

2. Responsibilities & Duties –
Handle incoming customer phone calls, emails, returns and general enquiries.
Support the warehouse team by managing customer communications and order enquiries.
Maintain the B2B platform, ensuring product information, images, links and descriptions are accurate and complete.
Update product information within Cin7 and liaise with suppliers to obtain missing product assets.
Coordinate freight bookings with suppliers and assist with day-to-day operational administration.
Maintain accurate customer records and contact information within the CRM.
Create and schedule social media posts under the direction of the management team.
Prepare weekly EDMs and respond to customer engagement across social media platforms.

3. Qualifications (will be tested live during the interview)
Previous customer service experience.
Experience using AI
Excellent written and spoken English with a professional phone manner.
Experience creating and scheduling social media content. (will be tested live during the interview)
Proficiency with Canva (or similar) and email marketing platforms. (will be tested live during the interview)
Strong organisational skills and excellent attention to detail.
Intermediate to advanced Microsoft Excel skills (will be tested live during the interview)
Ability to quickly learn new software and business systems.

Desirable but not necessary:

Experience with Zoho Desk, Zoho CRM and Zoho Campaigns.
Experience with Cin7 or similar ERP systems.
Experience in the fashion, apparel or lingerie industry.

4. What Are We Looking For in a VA?

We are looking for someone who is friendly, professional and genuinely enjoys helping customers. The ideal candidate is highly organised, detail-oriented and proactive, taking ownership of their work and solving problems independently. They should be a quick learner, communicate confidently with customers and suppliers, work well within a team, and take pride in producing high-quality work. AI use is encouraged as long as it helps produce an accurate outcome. A positive attitude, reliability and a willingness to continually learn are essential.

5. Specific Technical or Computer Requirements
Strong general computer literacy and the ability to learn new software quickly.
Intermediate to advanced Microsoft Excel skills, including data sorting, filtering, formulas, importing/exporting data, and maintaining data accuracy across large datasets.
Confident working across multiple systems simultaneously.
Experience with Microsoft Office and/or Google Workspace.
Experience with Canva and social media platforms.
Experience with CRM and customer service software is highly desirable.
Reliable high-speed internet, quality headset and a professional h