Customer Support Assistant - eCommerce/Dropshipping/Shopify

Hello,

We run an eCommerce dropshipping business in the Netherlands.

We are looking for a long-term part-time employee to join our team. There is a great deal of growth opportunity for those that consistently make a positive contribution to our company. We are seeking great candidates that will represent the company with great customer service and dedication.

So essentially this is a Customer Support job where you would have to follow a very clear process to keep our customers happy, but which will become very simple when you understand every step.

MUST HAVE KNOWLEDGE OF THESE PLATFORMS:
Shopify (eCommerce platform)
Slack (communication channel)
Gmail (emails/tickets)
DeepL (for translation)
ChatGPT (for translation)
Excel/Google Sheets (for tracking and reporting)

RESPONSIBILITIES:
Handling customer complaints.
Keep track of order issues, returns and refunds.
Responding to emails regarding order issues, returns, refunds, tracking numbers, FAQs.
Processing refunds, returns etc. within Shopify.
Contributing to our documentation and improving our support processes.
Respond to all customer inquiries in a timely and accurate manner.
We maintain an ETA of 24 hours so you must reply to the emails within this timeframe.
Demonstrate a high level of professionalism at all times.

*Extensive knowledge on dispute management is a plus

WE WILL PROVIDE YOU WITH:
Video training
SOP to follow
Access to the Store Manager to answer all your questions

APPLICANT NEEDS TO:
Speak fluent English both written and verbally
Minimum 2 years of experience in Customer Support
Be available for weekly team calls
Must be organized, motivated, and willing to learn and grow
Available to join immediately
Have provable experience with Shopify
Have provable experience within eCommerce/Dropshipping
Background/experience with Supply Chain Management and Dispute Management is a plus

Ideally, you'll have some experience with customer support, but ultimately we want to work with someone who loves helping people and is interested in handling customer support issues. I don't want any inconsistency in the emails exchanged with the customer. Example: twice the same email, imprecise answer, off-topic answer, etc.

Please respond with the word 'Dutch' if you are interested. Share any similar experiences you have had before and explain why you believe you are a good fit for this job."

I look forward to your proposal.

Thank you.