Customer Support Representative

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.

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:

Reamaze or Gorgias(support help desk) or Freshdesk or Zendesk
Shopify (eCommerce platform)
Slack (communication channel)
ChatGPT (Generative AI tool)
DeepL ( for translation)
Trello (organisation tool)
Paypal and Klarna (payment providers)

Responsibilities:

Customer Email and Request Management:

– Respond promptly and professionally to customer inquiries and requests via email. (within 6 hours)
– Provide accurate information regarding products, order status, shipping times, and payment options (PayPal and Klarna).
– Use CS funnels to handle returns, refunds, exchanges, address corrections, and any other issues that may arise.
– Proactively contributing to our documentation and improving our support processes.
– Demonstrate a high level of professionalism at all times.

Order Fulfillment:

– Monitor orders to ensure they are fulfilled on time and delivered accurately to customers.
– Coordinate with suppliers and shipping partners to address and resolve any shipping or delivery issues promptly.
– Handle order modifications, cancellations, and refunds as needed (in line with CS funnels).

Dispute Management:

– Handle PayPal and Klarna disputes efficiently to minimize lost disputes and prevent account blocking. (will be measured according to success rate, not time spent)
– Investigate and resolve disputes by gathering necessary information and providing compelling evidence.
– Communicate with customers and payment platforms to resolve issues amicably and maintain a positive customer relationship.

Documentation and Reporting:
– Maintain accurate and detailed records of customer interactions, transactions, and dispute resolutions.
– Reporting on refunds/complaints.
– Prepare and submit regular reports on customer support activities, order fulfilment status, and dispute outcomes.
– Work well with dedicated Customer Support tools, Paypal, Klarna and team cooperation tools (e.g. Trello)

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

Be available for a minimum of 40 hours per week once you are asked to start working full-time, we will start part-time and may transition to full-time.
– You must not be currently working for other full-time jobs