E-commerce Customer Service/Support Agent

We operate a small e-commerce, Shopify drop shipping business and our customer base is primary the US. We're looking for a part-time customer service/support representative.

Your primary duty will be to provide email support to customers and ensure 100% customer satisfaction. Customers email us for a series of reasons, however primarily regarding questions about shipping and tracking their parcel. At times they have questions about our products. They might also email regarding quality issues which we will also need to address. If they're not happy with their product they might want to schedule a return and ask for a refund. You will be responsible to coordinate that. Rarely, but at times we might have to reach out to customers proactively to advise them of delays or fulfillment issues, or if there is a problem with their order. You will also be responsible for dealing with customer inquiries regarding updating their shipping address or canceling an order or an up-sell order if they placed it by mistake.

These are all things that need to be managed by the customer support/service agent.

The ideal candidate will be well verse in the English language with advanced English writing skills, as well as be customer focused. Ideally you will have a moderate understanding of how e-commerce works and have worked with platforms such as Shopify; because you will be responsible to investigate customer issues related to their orders and issue refunds or making any necessary amendments. This requires you to find an order and perform these actions with confidence and without error.

This position is a part time 20 hour work week position. If the candidate does well and is interested in growing their career, there is definitely the possibility to work full-time 40hrs/ week with additional responsibilities, such as performing order fulfillment, dealing with our sourcing agent and managing payment disputes / chargebacks, etc.

You can:
-Speak and write very good English
-Manage your time and prioritize tasks effectively

You are:
-Reliable
-Honest
-Customer focused
-Willing to learn and take on new challenges


You have:
-A reliable, functional computer
-High-speed internet connection

You understand how to use tools and technology:
-E-mail, such as google mail
-Shopify
-Spreadsheets
-Shared Drive,
-etc..

You will:
-Have weekly 15-30 minute status meetings with me
-Will connect with me daily via chat and report any impediments


Thank you.