Customer Service Manager (Fashion Industry - Shopify Store)

Dear applicant,

We run a dropshipping business with multiple stores in different countries.

We are looking for long-term employees to join our team. There is a great deal of growth opportunity for those that consistently make a positive contribution to our company. We are seeking great candidates that will represent the company with great customer service and dedication.

Therefore, please apply the word strawberry before you introduce yourself. Read on to find out what tasks we expect you to perform, as well as the experience we feel is necessary for this job.

This is a Customer Support manager job where you would have to follow a very clear process to keep our customers happy, but which will become very simple when you understand every step.

MUST HAVE KNOWLEDGE OF THESE PLATFORMS:
Re-Amaze / G Suite (help desk CRM) Shopify (eCommerce platform) Slack (communication channel) ChatGPT (for prompts + translations) DeepL (for translation) PayPal (for managing disputes)

Responsibilities:
Handling customer complaints. Reporting on refunds/complaints. Responding to customer emails regarding refunds, tracking numbers, FAQs. Contributing to our documentation and improving our support processes. Respond to all customer inquiries in a timely, polite and accurate manner. Skilled in reporting into google sheets. Skilled in generating weekly reports per store. Demonstrate a high level of professionalism at all times.

We maintain an ETA of 24 hours so you must reply to the emails within this timeframe.

We will provide you with:
Video training SOP’s to follow


Email templates
Worksheets Access to the team lead to answer all your questions.

Applicant needs to:
Speak fluent English both written and verbally Minimum 2 years of experience in Ecommerce Customer Support Be available for and open to team calls Must be organized, motivated, and willing to learn and grow. Available to join immediately

Be available for a minimum of 40 hours per week once you are asked to start working full-time, we will start with a two week trial and then turn from part-time to full-time. This means that in the ideal situation you are currently not working for other full-time jobs

Ideally, you'll have some experience with customer support, but ultimately we want to work with someone who loves helping people and is interested in handling customer support issues. We don't want any inconsistency in the emails exchanged with the customer.

Examples: sent out the same email twice in precise answers off-topic answers Please respond by telling me what similar experience you have had before and tell me why you think you are a good fit for this job! I look forward to your proposal.

Thank you,
Justin, Max and Khiem