Shopify Dropshipping Experienced Customer Service Agent

Who are we? We are a fast-growing dropshipping company running multiple Shopify stores across Europe, having generated over 5m in revenue. We specialise in the fashion niche and are looking for a committed, full-time Customer Service Virtual Assistant who is dedicated to providing excellent customer support and is seeking a long-term opportunity with the ability to grow with the company.

What we're looking for:

We need a driven and reliable individual with at least 1 year of experience in Shopify dropshipping customer service in the fashion industry. This role requires someone who is proactive and willing to go above and beyond to ensure customers are happy. You’ll need to be quick, responsive, and able to handle all customer inquiries within 6 hours, maximum, without exceptions. If you're looking for a role where you can grow and develop long-term, this is for you.

This is a full-time position, and we are looking for someone who can commit to working with us long-term. If you are already working multiple roles, this may not be the right fit for you. As we continue to grow, there may be additional hours and responsibilities in this role.

Responsibilities include:

Responding to customer emails: You must reply to all customer tickets within 4 hours maximum. Queries will typically include refunds, returns, tracking updates, and order changes. Polite and empathetic communication is essential.
Order management in Shopify: You’ll handle size/variant changes, cancellations, and processing refunds, always ensuring the customer is informed and taken care of.
Handling refunds and partial refunds: You must apply our refund policies consistently and confidently, based on the customer situation (e.g. 15%, 30%, 50%, etc.). Maintaining fairness while handling returns is crucial.
Tracking refunds and returns in Google Sheets: You will need to keep accurate records of all customer issues, refunds, and returns to ensure everything is up to date.
Communication with suppliers: You will be required to contact our suppliers directly to handle stock issues, fulfilment questions, or any product-related concerns that affect orders.
Problem-solving: You’ll need to take initiative and resolve customer issues efficiently while working independently. Handling customer concerns with empathy and care is essential.
Requirements:

Minimum of 1 year of experience in customer service for a Shopify dropshipping stores, particularly in the fashion industry.
Fluent written English with the ability to write thoughtful, personalised responses to customer inquiries.
Strong organisational skills and proficiency in using Google Sheets for tracking data.
Ability to work independently, follow procedures, and solve problems proactively.
Must be available to respond to tickets 7 days a week (with flexible hours), ensuring a 6-hour maximum response time for customer queries.
Ability to communicate directly with suppliers to resolve stock, sizing, or shipping issues.
Perks:

Fully remote position with flexible working hours.
Starting rate of $3/hour, with opportunities for bonuses based on performance.
Full-time commitment with a chance to grow with the company as we expand.
How to Apply:

Please apply with the hashtag #SCALING at the end of your cover letter, so we know you’ve read the full description.

Your application should include:

Do you have experience in Customer Service for EU Dropshipping stores in the Fashion Niche in this role?
Do you have experience with Freshdesk?
Are you available 7 days a week (with flexible hours) and can you handle answering all emails in a maximum of 4 hours?
Provide the link to 2 dropshipping stores where you were employed as a Customer Service Representative.
Are you easily accessible? How long do we have to wait for a response when we send you a message?
Include your CV in English and any references or examples of customer service tasks you’ve handled in the past.
Optional but appreciated: Share your social media profiles or any past work that reflects your online presence and approach to digital media.

We look forward to hearing from you!