Customer Service Representative

We’re looking for a highly reliable, experienced Customer Service Representative to manage and respond to customer emails across multiple e-com stores. This isn’t a robotic, script-following position, we need someone who can think independently, solve problems on the fly, and provide genuinely helpful, human responses.

You’ll be the first point of contact for our customers, so professionalism, initiative, and excellent written English are non-negotiable.

Key Responsibilities:
- Monitor and respond to incoming emails in a timely and professional manner
- Resolve customer issues independently wherever possible
- Liaise with internal teams when necessary, but aim to handle 90% of inquiries solo
- Proactively identify common issues or bottlenecks and suggest process improvements
- Maintain a calm, helpful tone even in difficult situations
- Keep communication clear, friendly, and solution-focused
- Use sound judgment to escalate only critical issues

Requirements:
- Proven experience as a Virtual Assistant, Customer Support Agent, or similar role
- Excellent written English, clear, concise, and empathetic
- Ability to improvise solutions and work without constant supervision
- Strong attention to detail and high standards for communication
- Solid time management, you should be able to prioritize and stay organised
- Familiarity with tools like Gmail, Shopify, Slack, etc. (or fast learner)

Nice to Have:
- Experience in e-commerce or with customer service in high-volume inboxes
- Basic familiarity with refund/exchange processes, tracking shipments, etc.
- Ability to write SOPs or templates to streamline repetitive queries

What You’ll Get:
- Long-term, consistent remote work
- The chance to work directly with a founder and team that values initiative
- Flexibility in working hours (as long as inboxes are regularly maintained)
- Potential for increased responsibilities and pay based on performance
Reply with "I read the task" so we know you aren't spam applying all job applications.

As part of your application, we’d like to assess your ability to handle customer service scenarios without relying on scripts. Below are 3 real emails we’ve received from customers. Please reply to each one as if you were the Virtual Assistant, writing the full customer response exactly how you would send it.

We're not just looking for grammar and tone — we’re looking for:
- Your problem-solving approach
- How well you de-escalate frustration
- Your ability to take initiative and offer appropriate solutions
- A clear, human, and professional tone

Scenario 1 – “Delivered But Not Received”
Customer Email:
“Hi, I ordered my item over a week ago and just got a notification that it was delivered yesterday, but I never received anything. I’ve checked with my neighbors and around the property. Nothing. This is really frustrating. Can you sort this out ASAP?”

Scenario 2 – “Wrong Item Received”
Customer Email:
“This is ridiculous. I ordered the black seamless shorts in Medium and you sent me a beige Large. Do you people even read orders? I needed this for an event this weekend and now I’m stuck. What are you going to do to fix this?”

Scenario 3 – “Damaged Item, No Unboxing Video”
Customer Email:
“I received the heated vest today, but it’s not working. The heating function won’t even turn on, and I tried charging it for hours. I didn’t film an unboxing but it’s clearly defective. I want a new one or a refund.”

How to Submit:
Please include your written replies to all 3 customer emails in your application message (you can use bullet points, copy/paste, or format it however is easiest). Treat it like a real job — these are the kinds of emails you’ll be replying to daily.