long-term Customer Support

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.

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.