Klantenservice Dropshipping

Hi there we are growing ecommerce company and we are looking for someone 6-8 hours per day to answer support tickets and do related customer-service functions within the e-commerce store.

This person should have experience in customer service software (zendesk, fresh desk or help scout), dropshipping, AliExpress, shopify and Dropified.

We are looking to build a long term relationship with passionate leaders that are driven to make customers happy. We're a customer driven company that enjoys making them happy!

The main daily task will be:??

1) Answer tickets through Helpscout. We will give you saved replies for the most common emails so you only need to copy paste. For emails you don't know what to answer we ll be available anytime.?

2) Editing orders when it’s needed (colors, variants, address, email)?

3) Cancel and refund orders in Shopify / DSers/ oberlo / aliexpress when needed.

4) Reporting: Daily and Weekly report about the customer service metrics, processing, and product satisfaction. This is simple, it’s basically communicate how are our metrics and highlights if there are any warnings regarding, processing or customers.

?5) Keep our helpdesk updated. Each week or month, you will be updating the FAQs or questions asked from the week that are worthy of including in the guide database. This will generally be around specific products, technical details and questions we did not address prior.

Required skills:

- Excellent Dutch spoken and written. Native is best.
- Experience in customer support tools as zendesk, fresh desk, help scout.
- Experience with Shopify and DS'ers.
- Shopify order management. Edit, cancel, refund.
- Understanding how to treat customers and make them happy
interested in a long term job

TIME:
This role will be 6 - 8 hours per day (in the beginning maybe less), 7 days a week (Monday to Sunday). So we need someone who can work during weekends and holidays.

If you can't work Saturdays and Sundays ... DON'T APPLY.?

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What I am going to provide (input)
------------------------------------------ ---------- . Daily and Weekly goals.
2. Procedural guide
3. Access to Helpscout, Shopify, Dropified, aliexpress.

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What I need from you (output)
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1. All tickets answered in 8hrs or less.
2. Customer Happiness > 90%
4. Daily/Weekly report of main metrics (no more than 10 metrics, it’s a very short report) like: number of open tickets with more than 12 hours, average response time, customer happiness, number of order not processed last 24 hours, number of order not fulfilled last 3 days. Number of orders not found last 7 days.
5. Frequent and solid communication.
6. Keep my facebookprofile up to date, so delete negative comments and make sure people dont see the negative comments.

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How To Quote
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For your quote to be considered please include in your proposal:

1) Why we should hire you and a brief summary of your experience. What similar projects have you worked on?
2) When can you start working?
3) Your hourly rate so we know how much it will cost us to keep working with you.
4) What is your average email handle time (Time per email response)
5) Can you work Saturdays and Sundays?
6) Explain your experience with shopify, Dropified, ali express, and helpscout.

IMPORTANT: If you don't include the above items, we won't consider your quotation.

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COMMUNICATION STYLE
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We need someone that updates us regularly and is available for chat (and calls if needed).