E-commerce Customer Service (Shopify/Zendesk)

We run an eCommerce dropshipping business in the Netherlands with short term plans to expand to other countries.

We are looking for long-term employees to join our team immediately. We are seeking great candidates that will represent our 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.

You will need experience with customer support. I don’t want any inconsistency in the emails exchanged with the customer. Example: twice the same email, imprecise answer, off-topic answer, etc.
I am looking for a person who is well organized. You work in a structured way and have a sense of responsibility. Customer service must be orderly done in a structured manner.

MUST HAVE KNOWLEDGE OF THESE PLATFORMS:

Zendesk (Support Help Desk)
Shopify (eCommerce platform)
Slack (communication channel with our agents)
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 12 hours so you must reply to the emails within this timeframe.
Demonstrate a high level of professionalism at all times.
Passing on customer requests to our foreign agencies.

Applicant needs to:

Speak fluent English both written and verbally
Minimum 2 years of experience in Customer Support
Have experience with Zendesk!
Be patient as the customers can be hard do deal with
Be available for weekly team calls
Must have experience with translating with DeepL into other languages
Must be organized, motivated, and willing to learn and grow with us

If you have experience in ecommerce and the dropship world, please let us know.
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!

You´ll start part time, two hours a day. One hour in the morning (time of Amsterdam) and one hour in the evening. Be available for a minimum of 14 hours per week to begin with. We will start with two weeks trial. After the trial we’ll negotiate a full time job with us.

As we are a young company, we offer you the opportunity to grow into a managerial position and therefore an appropriate income. This does require leadership qualities. If you have experience in managing people, please let us know.

There is a great deal of growth opportunity for those that consistently make a positive contribution to our company.
We are looking for positive and patient employees with whom we can grow and learn together. We are not looking for short-term employees.

I look forward to your proposal.