Customer Service Manager

We run an eCommerce dropshipping business with multiple stores in different countries.

We are looking for long-term employees to join our team. There is a great deal of growth opportunity for those that consistently make a positive contribution to our company. You must understand the whole process and must be highly developed in communication. Therefore, please apply with the word “strawberry” before you introduce yourself. 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:

Gorgias (support help desk)
Shopify (eCommerce platform)
Slack (communication channel)
DeepL (for translation)
PayPal (extensive experience in handling refunds and reducing them is essential)
Responsibilities:

Handling customer complaints.
Reporting on refunds/complaints, specifically involving PayPal.
Responding to customer emails regarding refunds, tracking numbers, FAQs.
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.
We will provide you with:

Video training
SOP to follow
Access to the Lead customer support to answer all your questions.
Applicant needs to:

Speak fluent English both written and verbally.
Have a minimum of 2 years of experience in Customer Support, with significant expertise in PayPal.
Be available for weekly team calls.
Must be organized, motivated, and willing to learn and grow.
Be available to join immediately.
Be available for a minimum of 40 hours per week. Once you are asked to start working full-time, we will start with a two-week trial and then transition from part-time to full-time.
Must have extensive knowledge of PayPal and experience in reducing refunds. If you do not have this experience, please do not apply.
Not currently working for other full-time jobs.
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 by telling me what similar experience you have had before and why you think you are a good fit for this job!

I look forward to your proposal.

Thank you,
Ramzy