Customer Support VA

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.

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. Therefore, please apply with the word strawberry before you introduce yourself.

MUST HAVE KNOWLEDGE OF THESE PLATFORMS:

Gorgias(support help desk)
Shopify (eCommerce platform)
Slack (communication channel)
DeepL ( for translation)

Responsibilities:

Handling customer complaints.
Reporting on refunds/complaints.
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

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.