Customer Service and Returns Specialist

Customer Service and Returns Specialist for 7-Figure E-Commerce Business (Full-time, 40 hours/week, Work From Home, US Hours)
Location: Remote

Starting Salary: $550/month, with eligibility for goal-based team bonuses after 90 days.

Company Overview:

We are a thriving 7-figure e-commerce business dedicated to providing high-quality products at fair prices and delivering exceptional customer service. We primarily operate on Amazon (Dropshipping, FBA) and have recently expanded to eBay. Our core values are Accountability, Integrity, and Teamwork. We are seeking a motivated and empathetic individual to join our customer service team, reporting directly to the Head of Customer Service. This is an exciting opportunity to be our first full-time customer service hire and the 7th member of our growing team.

Job Description:

We are looking for a dedicated Customer Service and Returns Specialist to join our dynamic team. Your primary responsibilities will include managing return requests, providing prompt and friendly responses, and coordinating with suppliers. Attention to detail is crucial, as you will need to track multiple returns simultaneously, secure Return Authorizations, and generate return labels.

This full-time position includes light weekend work (approximately 1 hour per day on Saturdays and Sundays), allowing for a slightly reduced workload during the week.

Responsibilities:

Customer Service:

Handle customer inquiries and return requests via Amazon Seller Central messages in a professional and courteous manner.
Resolve customer issues with empathy and patience.
Answer the customer service phone line and return calls to suppliers, although most communication will be via email.
Returns:

Process returns and exchanges efficiently and accurately.
Monitor the shipment of return items to proactively identify and address any shipping issues.
Generate return shipping labels and coordinate with suppliers regarding shipping, returns, and credits.
Document all returns in internal company spreadsheets.
Procure Return Authorizations from suppliers and review and authorize returns in Amazon Seller Central.
Maintain a thorough understanding of our products and services to assist with returns and customer inquiries.
Ensure that returned items are received at our warehouse.
Team Coordination:

Communicate and collaborate with other team members to ensure customer satisfaction.
Provide feedback and suggestions to improve customer service processes.
Requirements:

Excellent reading comprehension and communication skills.
Comfort making occasional calls in English to suppliers and customers.
Patience and empathy in handling customer concerns.
Strong problem-solving skills.
Proficiency in communication tools such as Google Meet, Trello, and Zoom.
Enthusiasm for our vision to become top data-driven sellers online.
Comfort level with Excel and Google Sheets.
Ability to work independently and manage time effectively.
Reliable internet connection and a suitable home office setup.
Ability to log attendance and productivity using time-tracking software that takes screenshots throughout the day.
Preferred Qualifications:

Experience with Amazon customer service and returns.
Familiarity with using ChatGPT to complete tasks.
Benefits:

Flexible work-from-home position.
20 days of paid time off per year, including holidays, sick leave, emergencies, and personal days, plus 7 National/Public holidays.
Participation in goal-based team bonuses after 90 days of successful performance.
Annual incentive-based team travel opportunity – we recently met in Bangkok, Thailand for a few days of planning and fun.
How to Apply:

Click Click to view/s/7u4atzgx to take our assessment. The assessment consists of several questions designed to evaluate your communication, problem-solving, and customer service skills. It takes about 50 minutes to complete, and you’ll receive your scores regardless of the outcome.

Following a successful assessment, you’ll be invited to a PAID hands-on customer service exercise, which includes a brief interview and tangible customer service assignments.

We are excited to find the right candidate and anticipate needing more help in the coming months. We’d like you to start soon, but we’re willing to wait for the perfect fit.

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