E-commerce Marketplace Support VA (Dutch Language | Customer Support + Listings | Amazon Expansion)

E-commerce Marketplace Support VA (Dutch Language | Customer Support + Listings | ---------- ? Amazon Expansion)

About the role
We are a growing e-commerce company selling products via ---------- (Netherlands & Belgium) and preparing expansion to Amazon.

We are looking for a smart, analytical, and process-driven Virtual Assistant who can independently handle Dutch customer support and other e-commerce support tasks as part of a fixed weekly workload.

This is NOT a basic copy-paste role.
This is also NOT an AI-only role.
You must understand why a certain response, follow-up question, or action is required.

Working hours & availability
- 10–15 hours per week to start
- Additional hours may be added over time based on performance and business needs
- Flexible schedule, but availability during European business hours is preferred.
- Your weekly hours are filled with a mix of customer support and other e-commerce tasks
- You respond to customer messages within agreed timeframes during your working hours
- This is a long-term role

Core responsibilities
- Customer support (part of weekly workload)
- Answer customer questions in Dutch
- Choose the correct response based on context, facts, and platform rules
- Ask clear follow-up questions when information is missing
- Handle common situations such as:
delivery issues
returns and refunds
damaged or missing items
product-related questions

- If a case is unclear, unusual, emotional, or outside the standard process, you do not reply to the customer.
You stop, clearly summarize the situation, and pass it to us for review.

Other e-commerce support tasks (part of weekly workload)
- When customer support volume is lower, you actively work on other tasks to fill your weekly hours.

These tasks include:
- Organizing and improving customer support templates
- Identifying recurring customer issues and patterns
- Suggesting improvements to reduce future customer questions
- Keeping internal SOPs up to date by documenting new situations and better steps
- Preparing customer support workflows for Amazon
- Reviewing product listings for clarity or missing information
- Assisting with competitor and marketplace research
- Supporting product listings on ---------- and Amazon
- Assisting with writing and improving product descriptions

These tasks are a standard and expected part of the role.
- Writing, translation & AI usage
- Customer messages
You write responses in English
You translate responses to Dutch using translation tools
You always check tone, clarity, and professionalism (formal u/uw communication)
Templates are provided, but thinking and judgment are required

- Listings & product descriptions
You are encouraged to use ChatGPT and other AI tools to help create and improve product listings and product descriptions.
ChatGPT is a powerful tool to save time and improve productivity.

However, you are expected to:
- critically review all AI-generated content
- check facts, logic, and consistency
- adapt the text to the product and marketplace
- never blindly copy AI output

AI supports your work, but you remain responsible for the final result.

Customer-first, but business-aware
- You are polite, calm, and professional, but you do not automatically agree with the customer.

You understand when to:
- ask clarifying questions
- follow platform procedures
- use facts and data
- protect the business while staying respectful

Working with SOPs (Standard Operating Procedures)
In this role, you work with SOPs.

SOPs are clear step-by-step instructions that explain how to handle specific situations.

SOPs tell you:
- what to do
- which option to choose
- when to ask follow-up questions
- when to stop and pass a case for review

SOPs help you work independently and confidently.
- You are expected to follow SOPs carefully, think logically when applying them, and ask questions if something is unclear.

Growth within the role
- This role already includes a mix of customer support and broader e-commerce tasks.

As you perform well, your responsibilities may gradually expand further into:
- product research for new e-commerce products
- deeper competitor and market analysis
- optimizing listings for conversion and clarity
- improving product descriptions based on customer feedback

Who we are looking for
- You are highly analytical and logical
- You understand cause-and-effect
- You are detail-oriented and do not repeat the same mistake
- You are comfortable making decisions within clear boundaries
- You can work independently without micromanagement
- You remain calm and professional, even with frustrated customers
- You proactively flag issues, patterns, or risks instead of waiting for instructions.and learn from feedback
- You are interested in e-commerce beyond customer support
- You enjoy improving systems and content, not just executing tasks

Required experience
- E-commerce experience is required
- Amazon marketplace experience is a strong plus
- Experience working with SOPs or structured processes

Data confidentiality
- You will have access to customer and business data.
- Strict confidentiality and responsible handling of information are required at all times.

This role is NOT for you if
- You blindly copy-paste without understanding
- You guess instead of asking questions
- You give customers their way to avoid conflict
- You rely entirely on AI without critical thinking
- You dislike structured work, feedback, or accountability

Tools you will use
- ---------- partner platform & Amazon platform
- Translation tools (DeepL, ChatGPT, Google Translate)
- ChatGPT and other AI tools for listings and descriptions
- Google Docs
- Clear SOPs and templates

Compensation
$8–10 per hour, based on experience
Paid weekly or bi-weekly
Performance-based raise after onboarding period

How to apply
To apply, please answer all questions below.

- Why is understanding the customer’s situation more important than replying quickly?
- How do you ensure a translated message sounds natural and professional in Dutch (formal u/uw)?
- Describe a situation where you had to choose the right approach instead of blindly following instructions.
- A customer strongly claims a mistake was made, but system data suggests otherwise. What would you do?
- How would you use ChatGPT for product listings while avoiding mistakes?
- Confirm your availability for 10–15 hours per week to start, with the possibility of more hours later.
- Describe your e-commerce and/or Amazon experience.

Applications without clear, thoughtful answers will NOT be considered.