Email Customer Service Virtual Assistant

Company Overview:
Our company is a dynamic ecommerce business specializing in dropshipping. We operate multiple online stores catering to diverse markets, aiming to provide exceptional customer service at every touchpoint. As we expand our operations globally, we are seeking a dedicated Email Customer Service Virtual Assistant to join our team.

Position Overview:
As the Email Customer Service Virtual Assistant, you will be the first point of contact for our customers, handling email inquiries across various dropshipping stores. Your primary responsibility will be to provide timely and effective responses to customer inquiries, ensuring satisfaction and resolution of issues. Additionally, you will flag any requests that require escalation to management, demonstrating your ability to handle as many inquiries independently as possible.

Responsibilities:

1. Respond promptly and professionally to customer emails across multiple dropshipping stores using the Tidio platform.
2. Provide accurate information and assistance to customers regarding product inquiries, order status, shipping, returns, and other related concerns.
3. Utilize problem-solving skills to address customer issues and ensure resolutions that meet their satisfaction.
4. Translate customer emails from German, Belgian, Dutch and Swedish into English, demonstrating proficiency in language translation.
5. Maintain a positive and empathetic attitude in all customer interactions, ensuring a high level of customer service and satisfaction.
6. Identify trends and patterns in customer inquiries to propose improvements in products, processes, or policies.
7. Collaborate with other team members to ensure consistent and efficient customer support operations.

Requirements:

1. Previous experience in email customer service, specifically dropshipping environment (essential)
2. Proficiency in using email customer service platforms – we will be using Tidio but training will be provided.
3. Ability to handle multiple email inquiries efficiently, with strong time management skills.
4. Fluency in English is essential.
5. Excellent interpersonal and communication skills, with the ability to convey information clearly and effectively.
6. Strong negotiation skills to handle customer complaints and disputes professionally.
7. Demonstrated problem-solving abilities and a proactive approach to addressing customer needs.
8. Flexibility to adapt to changing priorities and work schedules.