Shopify Customer Service Specialist - Join Our Growing Dropshipping Ecommerce Team (Remote)

Don't miss this opportunity to join our growing team!

COMPANY INFO

We are a dynamic and growing Dropshipping Fashion store committed to providing exceptional products and service to our customers. As part of our expansion plans, we are currently seeking a highly skilled and motivated Customer Service Representative to join our team.

This position offers the unique opportunity to evolve into a Service Manager role based on performance. We are doing over 1 million in revenue and want to process 10 million in 2024 so we are looking for a highly ambitious Person dedicated to his/her job.

WHOM DO WE SEARCH FOR?

We're looking for someone who excels at customer communication and problem-solving. While experience is valuable, we prioritise attitude and aptitude. Our ideal candidate has:

REQUIRED:
- Fluent English communication skills (written and verbal)
- Experience with e-commerce customer service (dropshipping experience is a plus)
- Knowledge of payment dispute management (PayPal and Klarna)
- Strong problem-solving abilities
- Reliable internet connection
- Experience with Shopify
- Experience with helpdesk platforms (Freshdesk, Zendesk, or Gorgias preferred)

Thanks for reading this far! To demonstrate your attention to detail please introduce yourself in your application with the word "#Mango".

KEY RESPONSIBILITIES:

- Managing customer communications across email and social media
- Processing returns and finding alternative solutions
- Handling payment disputes (PayPal and Klarna)
- Creating discounts and draft orders
- Liaising with fulfilment agents
- Maintaining customer service documentation
- Ensuring complete information gathering from customers

PERFORMANCE EXPECTATIONS

Response Times:

– Initial response to customers: Within 4 hours during business hours
– Payment dispute handling: Within 24 hours of receipt
– Social media inquiries: Same-day response required
– Fulfillment coordination: Within 12 hours of customer inquiry

DESCRIPTION OF IDEAL CANDIDATE
– Customer Service Expert: You have a proven track record of successfully managing customer relationships in eCommerce businesses. You understand the nuances of customer satisfaction and know exactly how to turn challenging situations into positive experiences.
– Documentation Master: You're meticulous about record-keeping and can efficiently track and document customer interactions.
– Strategic Thinker: You don't just resolve issues - you analyse patterns and implement preventive measures to enhance customer satisfaction.
– Problem Solver: You love a good challenge and can navigate complex customer scenarios with creativity and determination.
– Gets Stuff Done: You take charge and handle customer needs proactively, not waiting for situations to escalate.
– Self-Starter: You're self-motivated and happy working independently with minimal guidance.
– Detail-Oriented: Your attention to detail is impeccable - crucial for customer service excellence.
– Growth-Minded: You're always learning and staying updated with eCommerce best practices.
– Takes Ownership: You confidently handle customer interactions from start to finish and own the outcomes.


COMPANY CULTURE
We're transparent and value open communication. Ask if something isn't clear, feel comfortable to express your difference of opinion. We work hard and celebrate our successes. We believe in continuous improvement and welcome new ideas for enhancing customer satisfaction.

WORKING HOURS
Full-time position (40 hours/week): Monday – Friday, with flexible hours (you will be required to work 1 day on the weekend)

PAY
Based on ability and experience, ranging from $4/hr. If you believe you have more to offer, tell us what you'd like and why you're able to deliver more value.

HOW TO APPLY

Send us a preview of your previous experiences and please explain how they could benefit our company. We do not appreciate standard messages, because we choose carefully with whom we work. If you are ready for this challenge, apply with CV in English.

We look forward to working with you!

James