Virtual Assistant

Description

Exchange Life is looking for a Virtual Assistant to join our Special Operations team in Johannesburg. This contract, fully remote role is perfect for someone who thrives on digging into complex issues and delivering world-class solutions. Operating within the luxury goods and jewelry industry, you'll be the go-to person for resolving hard and challenging internal problems while ensuring every customer interaction feels personal, thoughtful, and exceptional.

As our Virtual Assistant, you won't just be ticking off tasks — you'll be a problem solver at heart. From handling customer inquiries to making outbound calls that move things forward, you'll work closely with a small team that values initiative, attention to detail, and a calm, organised approach. If you enjoy taking ownership of tricky situations and turning them into positive outcomes, this role is made for you.

We offer a competitive rate of $3 - $5 per hour (USD), with the flexibility to work from anywhere in South Africa. This is a contract position that rewards reliability, clear communication, and a genuine passion for delivering a premium customer experience.

Responsibilities

• Manage and resolve customer issues with professionalism and a solution-first mindset
• Make outbound calls to customers and internal stakeholders to follow up on issues and drive resolutions
• Investigate complex or escalated problems and provide clear, actionable recommendations
• Maintain detailed and organised records of all interactions, calls, and resolutions in our tracking systems
• Liaise between customers and internal teams to ensure a seamless, world-class experience
• Identify recurring issues and propose proactive improvements to prevent future challenges
• Support the Special Operations team with ad hoc administrative tasks and internal coordination
• Communicate professionally and empathetically, adapting your approach to each unique situation
• Prioritise and manage multiple cases simultaneously without losing attention to detail
• Provide timely updates to customers and internal stakeholders throughout the resolution process

Requirements

• A degree (Bachelor's or equivalent) is required — any field is considered, but business, communications, or administration are a plus
• Proven experience in virtual assistance, administrative support, or a similar remote role
• Strong phone calling and outbound calling experience — you're comfortable picking up the phone and engaging with people confidently
• Excellent customer service skills with a genuine desire to help and resolve issues
• Ability to work independently and take initiative in a remote environment
• Strong problem-solving skills and the ability to stay calm under pressure
• Exceptional organisational skills — you thrive on keeping things detailed, tidy, and on track
• Excellent written and verbal English communication skills (preferred)
• A meticulous, detail-oriented approach to every task and interaction (preferred)
• Reliable internet connection and a quiet, professional home office setup for remote work