CUSTOMER SERVICE FOR ECOMMERCE (DROPSHIPPING)

Job Description
I am looking for a Customer Service specialist with REAL experience in ecommerce/dropshipping for a growing online store.

TOOLS USED (MANDATORY EXPERIENCE):
Shopify
ParcelPanel
Gorgias (or proven experience with similar ticketing platforms)

Candidates without practical experience with these platforms will not be considered.

The main focus of this CS role is to:
Reply to customers quickly (target: average response time up to 30 minutes).
Solve issues related to shipping, returns, exchanges and duplicate orders.
Calm angry customers and avoid chargebacks and unnecessary refunds.

Main Responsibilities
Reply to and manage customer emails/messages (order status, delays, exchanges, returns, wrong/defective product, duplicate order, etc.).
Always check the order in Shopify and the tracking status in ParcelPanel before answering.
Use my existing templates and guides, but know how to adapt them to each situation.
Identify and escalate risk cases (angry customer, chargeback threat).
Ensure an average response time of 30 minutes during working hours.
Make sure all daily tickets are either resolved the same day or properly followed up and tagged.

Mandatory Requirements
Previous experience in Customer Service.
Hands-on experience with Shopify.
Experience with a helpdesk tool (ideally Gorgias).
Experience with tracking/logistics apps (ParcelPanel or similar).
Proven experience in ecommerce/dropshipping.
Clear and professional writing.
Fast, pragmatic and good communication skills.
Ability to ask questions whenever in doubt
(Asking is never a problem. Assuming is a mistake.)
Availability to work within agreed schedules.

Initial Test Period
1 week paid trial at 3€/hour, where we will evaluate:
Response time.
Number of tickets solved.
Quality of the replies and ability to follow the guide.
If the trial goes well, we move to a monthly agreement (part?time or full?time).

What We Offer
Remote work.
Fixed payment (monthly or fixed hours package).

How to Apply
Please send:
A short introduction (text or quick video).
Your experience with: Shopify, Gorgias and ParcelPanel (or similar tools).
Your available working hours (in your local time) and your time zone.