Ecommerce assistant – customer service

Hello there!

I’m looking for an ecommerce assistant that has experience with great excellent customer service. We sell products for females so we’re only look to hire a women for this role so they can understand the products better.

Requirements:
Customer service experience
C2 English
Organised
Can work independently
Shopify Experience
Social media management exp

Some of the day to day tasks for you will be:
Replying to customer emails and resolving their issues in a friendly and personal manner
Admin tasks
Building lists of influencers
Outreach via DM and email
Negotiating rates with content creators
Shopify admin tasks, order exporting
Replying to social media comments
Posting to social media accounts
If you bothered to read this post, include the word mango in your application
Reaching out to customers and making them feel special
Other general ecommerce assistant tasks

—-
We’re looking for a customer service expert who can resolve customers queries and turn angry customers into satisfied customers. Our priority is to not have any angry customers leaving bad reviews, because our service is so good. At the same time we also want to make sure that we try to solve issues so they are happy, with refunds being a last resort.

If you are really serious and interested in this job role, please include an answer to these scenarios below:

Scenario 1:
Customer name Mary placed an order 1 hour ago then emailed: “I would like to cancel my order because I read some reviews that say the product is not good”

Please write an example email reply to this customer.

Scenario 2:

A customer named Sherlyn’s reached out because her order has taken a long time to receive. They reached out to ask for an update and you have already apologized for the delay & provided them a tracking link – (the order will arrive to them in 7 days)

6 days after the last email, the order hasn’t arrived yet, resulting in the customer’s frustration and fear they may have been scammed, so they request for a full refund.

Describe what you do in this situation?
Please also write an example email reply to this customer.

(Please don’t give the replies in huge unnecessary essays)

——
I’m looking forward to your application! I will reach out and we can arrange a call if your application and experience meets what we’re looking for!