Join our 6-figure eCommerce Fashion Team as a Customer Service Specialist

Currently, we are in need of someone who will be responsible for one of the most important tasks of this business: customer service and support.

It's essential that you are experienced with eCommerce/dropshipping, particularly within the fashion industry, and have a strong background in customer support, dispute resolution, and using Helpdesk/CRM systems.

You will act as the primary contact for our customers, managing communications, resolving issues, and ensuring a seamless and satisfying customer experience. You will collaborate closely with the Business Manager to create a perfect customer experience blueprint.

Key Responsibilities:
- Serve as the main contact for customers, handling emails, and assisting with orders and returns.
- Quickly identify solutions to customer inquiries and troubleshoot issues.
- Manage incoming disputes and chargebacks, striving to maintain a high win rate.
- Collect customer feedback to enhance supplier procedures and shipping methods.
- Work with the Business Manager to improve customer service processes.
- Maintain KPIs for refund rates, contributing to the business's financial health.

Expected Results:
- Achieve high levels of customer satisfaction and loyalty.
- Maintain low refund rates and high dispute win rates.
- Promote a positive brand image through exceptional service.
- Provide insights to improve overall business performance.

Requirements:
- Experience in customer support within Shopify, e-commerce, and dropshipping.
- Familiarity with Helpdesk/CRM systems.
- Strong problem-solving and analytical skills.
- Excellent English communication skills, both written and verbal.
- Highly organized, proactive, detail-oriented, patient, and optimistic.
- Good business acumen to detect and address potential issues.

How to Apply:

- Start Date: As soon as possible.
- Trial Period: A 3-week trial to assess suitability, with potential for promotion to Junior Customer Support Representative.
- Please include the color blue in your application title to demonstrate attention to detail.

Please include your answers to the following questions in your cover letter:

1. Describe a time when you dealt with a challenging dispute or chargeback and achieved a successful outcome.
2. Provide your KPIs related to customer service roles:
- Emails answered per hour
- Return rate
- Dispute win rate

Ready to embark on this exciting journey with us? Apply today and be a part of our growth and success!