Customer Service Representative - Shopify - E-commerce

Dear,

We are looking for long-term employees to join our team. There is a great deal of growth opportunity for those who consistently make a positive contribution to our company. We are seeking dedicated and customer-oriented candidates who will represent the company with excellent service and commitment.

MUST HAVE KNOWLEDGE OF THESE PLATFORMS:

- Re:Amaze (support help desk)
- Shopify (eCommerce platform)

Responsibilities:

- Handling customer complaints and resolving issues promptly.
- Reporting on refunds and customer complaints.
- Responding to customer emails regarding refunds, tracking numbers, and FAQs.
- Contributing to our documentation and continually improving our support processes.
- Responding to all customer inquiries in a timely and accurate manner, ensuring no email goes unanswered.
- Maintaining a response time of within 12 hours, as part of our established KPI expectations.
- Demonstrating a high level of professionalism and dedication at all times.
- Meeting key performance indicators (KPIs) related to response time, customer satisfaction, and issue resolution.

We will provide you with:

- Video training
- SOP to follow
- Access to Lead Customer Support to answer any questions

Applicant needs to:

- Speak fluent English both written and verbally.
- Have a minimum of 3 years of experience in Customer Support.
- Be available Monday to Sunday, including weekly team calls.
- Be organized, motivated, and willing to learn and grow.
- Be available to start immediately.

We will start with a two-week trial period, during which we will evaluate your suitability for the job. It’s important that you do not have other jobs during this period.

We want to work with someone who loves helping people and is committed to providing consistent, high-quality customer support. There should be no inconsistencies in the emails exchanged with customers (e.g., multiple identical emails, imprecise answers, off-topic responses, etc.).

If you believe you are the right person for this job and are capable of contributing to our company’s success, please respond to this post with an introduction video of yourself (be original, do not read from a script).

I look forward to your proposal.

Thank you,
Tess