Customer Service & Dispute Handling Specialist (Skincare Brand)

A premium skincare brand focused on clinically proven formulations that combine science and nature. Our mission is to help customers achieve visible, lasting results through products they can trust.
We are a fast-growing e-commerce brand operating globally, with customers across Europe and North America. Our team works fully remotely, maintaining the highest standards of quality, empathy, and efficiency in every customer interaction.

What You’ll Do

As a Customer Service & Dispute Handling Specialist at Olavita, you will:

Handle customer inquiries across email and chat related to product information, ingredient clarification, refunds, and order status.

Manage cancellations, returns, and refund requests according to internal guidelines.

Handle payment disputes and chargebacks, providing clear and persuasive responses to protect the brand from fraudulent claims.

Review and respond to escalated complaints (e.g., product condition, shipping delays, allergic reactions, or product confusion).

Coordinate with logistics and fulfillment teams to verify orders, shipments, and return statuses.

Support the retention process, offering partial refunds, replacement items, or educational reassurance based on customer type and situation.

Maintain accurate records of all interactions and ensure compliance with refund and chargeback timelines.

This role requires precision, emotional intelligence, and a proactive attitude in balancing customer satisfaction with business interests.

Who We’re Looking For (Soft Skills)

Empathetic communicator: You can explain complex issues clearly and calmly.

Decisive and responsible: You make confident decisions on refunds or escalations.

Analytical thinker: You understand dispute reasoning and compose strong chargeback responses.

Organized and detail-oriented: You track cases across multiple systems.

Team-oriented: You collaborate with logistics, finance, and management on customer cases.

Adaptable: You learn fast and adjust to new product updates, refund policies, and workflows.

Resilient under pressure: You can manage multiple tickets and sensitive cases simultaneously.

Required Qualifications (Hard Skills)

Minimum 1–2 years of experience in customer service or dispute handling, preferably in e-commerce.

Excellent written and spoken English;
Strong knowledge of refund and chargeback handling (PayPal, Stripe, Klarna, Amex).
Familiarity with Shopify, Gorgias, and Checkout Champ .
Solid understanding of customer lifecycle flows (refund, return, retention).
Comfortable using internal communication tools (Slack, Google Workspace).
High computer literacy and fast typing accuracy.
Ability to work independently, meet deadlines, and follow clear internal procedures.

Full remote position, available Monday–Sunday (US and EU business hours based on shifts).