Customer Support Representative (German Dropshipping Store)

PROLOG:
PLEASE READ CAREFULLY BEFORE APPLYING
Only applications that include thoughtful responses to the two customer case studies (provided below) will be considered. This is part of our selection process to ensure we find someone who genuinely understands the role and its challenges. The role is currently intended for a daily working time of 2 hours. You can find more details in the description below.

Please do not apply if you dont have at least 2 years of experience in Dropshipping customer service!
Feel free to use AI for the case studies but very general ChatGPT answers to the case studies are not enough to stand out.


Customer Support Representative Job Post:

We’re a fast-growing e-commerce company with multiple stores, and we’re currently looking for a dedicated and experienced Customer Support Representative to support one of our dropshipping stores operating in the German-speaking market (Germany, Austria, Switzerland).

We believe in honest communication – yes, we’re a dropshipping store. That means we work with international suppliers and face all the typical challenges that come with it.


What You'll Do:
- Handle daily customer inquiries via email

- Answer questions about orders, shipping times, returns, and product issues

- Translate customer communication from German to English (or vice versa) using tools like DeepL or Google Translate (you don’t need to speak German at all, but must be comfortable working with translated content)

- Coordinate with our suppliers to resolve issues and ensure customer satisfaction

- Flag repeating problems and suggest improvements in our processes

- Keeping an overview of ongoing issues and helping us improve


Why Join Us:
This is not just a one-time gig. We are hiring for the long run.
We’re looking for someone long-term, someone who wants to grow with us in terms of skills, experience and salary.
As our store grows, your role and responsibilities can grow too – from customer support into areas like logistics, supplier communication, or even operations and team coordination. We’re happy to support you in learning new skills and taking on more responsibility over time.

What You Should Bring:
- At least 2 years of experience in customer support for a so called "General Dropshipping Store / Fashion Dropshipping Store (this is mandatory – please do not apply if you don’t meet this requirement)

- Ideally, you already have your own customer support templates or canned responses that you’ve used in previous roles.

- Strong written English communication skills

- A solution-oriented and empathetic mindset

- A stable internet connection and ability to work independently

- Familiarity with tools like Gmail, Shopify, and Google Docs



Position Type & Compensation:

This is a part-time role.
The expected daily workload is approximately 2 hours per day to start, depending on the number of customer requests. Over time, the store grows and so do the hours you work and your earnings.

We do not pay hourly – instead, we offer a fixed weekly or monthly salary, which is above the market average, considering the hourly wage.
In addition, there is a performance-based bonus for those who consistently deliver excellent work and go the extra mile for our business.


To be considered for this position, you must complete the two customer support case studies below as part of your application.
Applications without answers to both cases will not be reviewed.

Please respond to each message as if you were already handling customer support for our store. Use your existing experience in dropshipping to craft clear, professional, and empathetic responses in german by using "deepl" or any other translator you are familiar with.


Case Study 1:
Hallo, ich habe am 3. April bestellt und bisher noch nichts erhalten. Auf der Website stand 7–14 Werktage, aber jetzt sind es schon über drei Wochen. Ich bin ziemlich enttäuscht und möchte wissen, wann mein Paket endlich ankommt.


Case Study 2:
Ich habe gerade mein Paket bekommen, aber es ist nicht das, was ich bestellt habe. Ich habe die grüne Variante bestellt, aber bekommen habe ich blau – außerdem sieht das Produkt irgendwie billig aus. Bitte sagen Sie mir, wie wir das klären können.