Customer Service Employee E-commerce Store

Dear,

I own and operate an e-commerce dropshipping business with a store in Germany.

I’m looking for long-term employees to join my team. There is a lot of room for advancement for individuals that continuously make a meaningful contribution to our firm. We are looking for exceptional applicants who will represent the firm with excellent customer service and commitment.

If you were to join our team, we have a very clear process for you to follow that will help keep our customers satisfied. For almost every situation, we have the same steps that you can follow, which makes the tasks pretty straightforward.

You need to be familiar with the following apps/platforms:
DeepL (to translate the communication with our customers to German)
WhatsApp (communication channel)
Trello (communication channel)
Shopify (platform where we host our store)
Klarna (Handle disputes)
PayPal (Handle disputes)
Google Workspace

Your responsibilities:
Respond to all consumer inquiries promptly and accurately
Taking care of customer questions and complaints
Responding to customer emails about refunds, tracking numbers and FAQs
Direct communication with our supplier regarding customer issues
Tracking of the refunds and complaints
Be proactive in discovering patterns and report them to us (i.e. when a product has the same complaint 20 times, it could be the fault of the supplier)
Helping to improve our documentation and support processes
We have an average response time of 24 hours, therefore you must respond to emails within that time frame
Always maintain a high level of professionalism
Being proactive in your communication towards me as a shop owner and the rest of the team

We will give you:
Video tutorials
Standard Operating Procedures
Bi-weekly calls with the team
A short line of communication with the chief customer service officer
The opportunity to grow within the team and to other stores
The possibility of a full-time contract
The freedom to schedule your own hours

Applicants must be proactive, organized, driven, and eager to learn and improve. Immediate availability to join is required, as is fluency in written and spoken English.

You should ideally have some expertise with customer service, but ultimately, we want to work with someone who enjoys helping others and is interested in dealing with customer service difficulties. I don’t want inconsistencies in the emails I send to the consumer. Example: sending the same email twice, providing an unclear response, responding off-topic, and so on.

Please respond by telling me about any previous similar experience you have had and why you believe you are a good fit for this role. Include the word HAPPY in your proposal and send a video reply so I know you’ve read the job post carefully. If we feel like you might be a good fit for the team, we will schedule a video call to discuss things further.

I eagerly await your proposal.

Lorenzo