Customer service agent

Dear,

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. We are seeking great candidates that will represent the company with great customer service and dedication. To make sure you are reading carefully we would like you to reply to this job post with the word “strawberry” in the beginning of the sentence.

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:

– Zendesk (Support help desk)
– Shopify ( E-commerce platform)
– Knowledge of how to appeal disputes with Shopify payments, stripe and Klarna
– Whatsapp (Communication channel)
– DeepL (for translation)
– ChatGPT (for translation)

RESPONSIBILITIES:

– Handling customer complaints.
– Reporting on refunds/complaints.
– Appeal disputes with Shopify payments, stripe and Klarna
– 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
– 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

If you do your job well you can very quickly become a team coach who will then explain the work to the other agent and thus get full responsibility for it. In the beginning al you only work 20h in a week but this will increase quickly as we will grow very fast.

Be available for a minimum of 40 hours per week once you are asked to start working full-time, we will start with two weeks trial and then turn from part-time to full-time.
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 tell me why you think you are a good fit for this job!

I look forward to your proposal.

Thank you.
Kim