Available for hire
Grace Njuguna
Executive Virtual AssistantE-Commerce Customer Support & Administrative Support
Calm, organized, and customer-first — keeping every order and every conversation on track.
Trusted by
97%Customer ServiceTop skill
23ToolsReady on day one
- Rate
- $12/hr
- Rating
- 4.9★
- Experience
- 3+ yrs
- Satisfaction
- 98%
In short
Executive Virtual Assistant · E-Commerce Customer Support & Administrative Support with hands-on experience at Joyboy Management and Webstyle Marketing handling customer inquiries, order processing, and online support. Comfortable across email, chat, and Google Sheets reporting in remote-first teams.
Grace Njuguna$12/hr · 4.9★Book a call The person behind the work.
Hi, I'm Grace N. — a Kenya-based virtual assistant who's built her career around two things: making customers feel genuinely taken care of, and keeping the operation behind them running without friction.
I came into e-commerce support from an unusual angle. I hold a Diploma in Supply Chain Management (Procurement) from Thika Technical Training Institute, and that training taught me to see the whole system behind every order — the logistics, the timing, the handoffs. So when a customer reaches out, I'm not just answering a message; I'm reading what it tells me about the operation underneath. It turns support from damage control into something that actually keeps a business moving.
Day to day, that's meant being the front line for clients like Jake Ducey Enterprises and Webstyle Marketing — handling inquiries over email and chat, resolving issues, processing orders, and keeping satisfaction high across their online platforms. I treat every conversation like it matters, because it does. A patient, clear reply at the right moment is the difference between a frustrated customer and a loyal one, and I take that seriously.
What Grace delivers
Core specialties.
- 01
Customer Support
Email and live chat support, ticket resolution, customer feedback handling, and consistent satisfaction across online channels.
- 02
E-Commerce Operations
Order processing, returns/refunds, marketplace support, and day-to-day operational coordination for online stores.
- 03
Tracking & Reporting
Google Sheets dashboards for support metrics, order tracking, customer feedback logs, and weekly reporting.
- 04
Procurement & Supply Chain
Diploma-trained in supply chain management — vendor coordination, order flow, and logistics-aware operational support.
Skills
Where Grace is strongest.
Proficiency across the work clients hand over most.
Customer Service
97%Email and chat support, complaint resolution, customer feedback handling, and high-satisfaction relationship building.
E-Commerce Operations
94%Order processing, returns, marketplace support, and operational coordination across online platforms.
Tracking & Reporting
92%Google Sheets — trackers, reports, dashboards, and clean records for support and order metrics.
Supply Chain & Procurement
88%Diploma-level training in procurement, vendor coordination, and supply chain operations.
Administrative & Executive Support
93%Calendars, inboxes, meeting coordination, and document management handled with zero drama.
Social Media & Store Content
87%Product-focused posts, promo scheduling, and customer-question replies across brand channels.
Customer Account Management
94%Managing customer accounts in GoHighLevel — contact records, pipelines, and follow-ups kept accurate and current.
Customer Onboarding & Booking
93%Onboarding new customers and booking their first appointments.
Calls, Texts & Email Support
94%Answering calls, texts, and emails, and coordinating service requests.
Technician Scheduling & Dispatch
92%Managing technician calendars, routes, and appointment confirmations.
Invoicing & Payment Follow-Up
92%Invoicing, processing payments, and following up on overdue balances.
Reporting & Data Entry
93%Reporting, data entry, and keeping documents organized.
Software stack
Fluent in the tools you already use.
23tools across 9 categories, ready on day one
All 23 tools
Google WorkspaceProductivity
Google SheetsReporting
GmailEmail
Microsoft OfficeProductivity
ZendeskSupport
IntercomSupport
FreshdeskSupport
ShopifyE-Commerce
WooCommerceE-Commerce
Amazon SellerE-Commerce
SlackCommunication
NotionProductivity
TrelloProjects
AsanaProjects- WhatsApp BusinessWhatsApp BusinessCommunication
CanvaDesign
MailchimpEmail
HubSpotCRM- SalesforceSalesforceCRM
- Zoho CRMZoho CRMCRM
- PipedrivePipedriveCRM
GoHighLevelCRM- Monday.comMonday.comProjects
Experience
Trusted by real businesses.
Recent client engagements, from Grace’s own record.
- 01JJake Ducey EnterprisesUSA · 2022 – Present
Customer Support Agent
Handles customer inquiries across email and chat, resolves issues fast, and keeps the customer experience positive — while maintaining CRM records, running follow-ups, and supporting automation workflows in GoHighLevel.
GoHighLevelHubSpotSlackNotion
- 02
Webstyle MarketingCA, USA · 2023 – 2025E-Commerce & Marketing VA
Managed product listings across WordPress, Shopify, and Etsy, handled light bookkeeping, ran email marketing and client outreach, and produced content alongside general administrative support that kept the agency's operations on track.
WordPressShopifyEtsy
- 03
Joyboy ManagementOklahoma, USA · 2023 – 2024Executive & Administrative VA
Supported the founder with daily administration, email and inbox management, content creation, and automation workflows — including operational support for his nonprofit work — keeping projects organized and on time.
Google WorkspaceGoHighLevelSlack
Book a discovery call
Book a 30-minute call with Grace
Tell me about your support inbox or e-commerce operation. I'll show you how I can help take it off your plate.
Grace NjugunaE-Commerce Customer Support & Administrative SupportReady to work with Grace?
From customer support to e-commerce order management, Grace handles the operational work that keeps your customers happy and your store running smoothly.