Customer Service Representative (Shopify e-commerce Store)

About the Role:
We're seeking a dedicated Virtual Customer Service Assistant to support our growing e-commerce business. The ideal candidate will provide exceptional customer service while working with our North American-based team.

Key Responsibilities:

Handle customer inquiries via email, chat, phone and other social media channels
Process customer orders and track shipments
Resolve customer complaints and process returns/refunds
Maintain customer database and update order records
Provide product information and recommendations
Support general administrative tasks as needed

Requirements:

Based in the Philippines with reliable high-speed internet connection
Excellent written and verbal English communication skills
Must be available to work Eastern Time (EST) hours
Schedule: 40 hours per week, 7 days per week coverage required.
Previous experience in e-commerce (must have experience with Shopify)
Strong computer skills and proficiency in basic office software
Experience with e-commerce platforms preferred
Detail-oriented with strong organizational skills
Self-motivated with ability to work independently

Technical Requirements:

Personal computer with updated operating system
Stable internet connection (minimum 10 Mbps)
Quiet workspace
Backup power supply recommended

Benefits:

Competitive salary based on experience
Paid training
Career growth opportunities

How to Apply:

Please send your resume and cover letter detailing your relevant experience and why you would be a good fit for this position. Include your preferred working hours in EST.

Note: The role requires consistent 7-day availability. Work schedule will be arranged within EST business hours, with total weekly commitment of 40 hours.

If you're interested in applying for this position, please include the word AWESOME in your subject line and submit a video recording of yourself answering the following questions. Please provide a link to your video response (you can use platforms like loom, or Google Drive with appropriate sharing settings). Please note that only applications with video submissions will be considered.

1. Describe your recent experience with similar positions. Please include any relevant details regarding systems that you used (ie. Shopify, Zendesk, Freshdesk, Aliexpress, etc)
2. A customer is upset that their order is taking long time to be delivered. It is their second time emailing us and they are demanding a refund. Please act out how you would respond to this situation.
3. A customer is upset that they found the same product on Amazon for half the price. They want either a refund to match the price or to return the item. However, our product is a different brand and we do not offer price match. Please demonstrate how you would handle this situation.
4. What are your wage expectations for this position (in USD per hour)?
5. What is your availability? Are you able to work 5-7 hours x 7 days per week?