Customer Service & Dispute Specialist

???? Customer Service & Dispute Specialist (Remote, Philippines) ????

We are a fast-growing Shopify-based fashion e-commerce store in Germany, looking for an experienced Customer Service & Dispute Specialist. Our main priority is to deliver excellent customer service while keeping refunds and disputes to an absolute minimum.

You should have solid experience in handling disputes on platforms such as PayPal, Klarna, and credit card providers, and know how to respond with clear, well-documented cases. Experience with Shopify and the fashion industry is a big advantage.

????? Your Responsibilities

You will handle customer inquiries via email, chat, and social media. You will resolve issues related to refunds, replacements, order status, and delivery. You will manage Klarna, PayPal, and credit card disputes, collect evidence, and draft strong responses to win cases. You will also analyse dispute trends, suggest improvements, and focus on lowering refund and dispute rates.

? What We’re Looking For

We are looking for someone with proven experience in disputes and customer service, ideally in e-commerce. Knowledge of Klarna dispute processes is highly valued. You should have strong written English skills, and knowledge of German is a big plus, since the store operates in Germany. You need to be calm under pressure, precise in preparing cases, and proactive in preventing problems before they escalate.

???? What We Offer

This is a long-term, remote role with growth potential. You will work directly with the founder and become a key part of a fast-scaling German fashion brand. Payment is on an hourly basis, with performance-based bonuses possible in the future. You will have the freedom to contribute ideas and improve customer service processes to help us grow with fewer refunds and happier customers.

???? How to Apply
Please send your CV and a short explanation of your experience with disputes (Klarna, PayPal, credit cards) and customer service. If you have German language skills, be sure to highlight this as well.