Customer Service Representative

JOB OVERVIEW
CUSTOMER SERVICE REPRESENTATIVE
E-COMMERCE DROPSHIPPING| EMAIL SUPPORT ONLY

About the role
We are a growing e-commerce fashion brand serving customers all over the world. Due to increasing order volume, we are expanding our customer support team.

This role is focused entirely on email-based customer support. There are no phone calls involved.

You will be responsible for handling a high volume of customer emails while strictly following our internal SOPs and policies. Speed is important, but accuracy, consistency, and policy compliance always come first.

This role is ideal for someone who works well with structure, follows rules carefully, and understands the importance of escalation instead of making independent decisions.

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Key responsibilities

•? ?Respond to customer emails in a professional, calm, and friendly manner
•? ?Handle common inquiries such as order status, shipping updates, delivery delays, and general questions
•? ?Clearly apply company policies and explain them to customers
•? ?Identify cases that require escalation and forward them correctly
•? ?Maintain accurate internal notes for every relevant case
•? ?Keep the inbox organised and up to date
•? ?Work closely with the backend manager for escalations, refunds, and exceptions
•? ?Ensure customers feel heard and supported without making promises

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Important role boundaries (very important)

As a Customer Service Representative, you will not:

•? ?Make exceptions to company policies
•? ?Promise refunds, replacements, or delivery timelines

All financial actions and exceptions are handled by a backend manager.
Your role is communication, policy application, and escalation.

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Required experience & skills

•? ?Previous experience in e-commerce customer support
•? ?Experience with dropshipping stores is a strong plus
•? ?Practical experience using Shopify (order checks, tracking, internal notes)
•? ?Strong written English (UK tone preferred)
•? ?Comfortable handling customer complaints calmly
•? ?Able to follow SOPs without improvising
•? ?Organised, detail-oriented, and reliable
•? ?Comfortable working independently within clear rules

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Speed & workload expectations

•? ?Ability to handle approximately 20–30 customer emails per hour while maintaining quality
•? ?Comfortable working in a fast-paced inbox environment
•? ?Able to prioritise urgent cases without rushing or making mistakes

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Communication & responsiveness (important)

•? ?You must be responsive to internal messages during your working hours
•? ?When the team or manager sends you a message, a timely reply is expected
•? ?Fast internal communication is essential to keep response times low
•? ?You do not need to reply instantly every second, but long delays in internal communication are not acceptable

Reliable internal communication is a core part of this role.

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Availability & schedule

•? ?Full-time availability
•? ?Working Monday to Sunday on a fixed schedule
•? ?Daily working hours will be agreed in advance
•? ?Willingness to work during peak periods (sales or holidays) is a plus

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Payment & structure

•? ?Hourly rate of $2,50
•? ?Paid weekly
•? ?Start with a paid trial period
•? ?Long-term opportunity for reliable and high-performing candidates

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Tools you will work with

•? ?Gmail (shared support inbox)
•? ?Shopify
•? ?Order tracking tools
•? ?Internal spreadsheets and notes

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Who this role is NOT for

•? ?People who prefer making their own rules
•? ?Candidates uncomfortable with strict SOPs
•? ?Anyone who dislikes escalation and structure
•? ?Those looking for a decision-making or management role
•? ?Anyone who is slow to respond to internal messages during working hours

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Application questions (required)

Please answer the questions below clearly:

1.? ?Have you worked with an e-commerce or dropshipping store before? If yes, please explain briefly.
2.? ?What Shopify tasks have you personally handled?
3.? ?How many customer emails can you realistically handle per hour while maintaining good quality?
4.? ?If you are unsure about a case and do not get an immediate reply from the team, what do you do?
5.? ?Are you available to work Monday to Sunday on a fixed schedule?
6.? ?Are you available to work part-time or full-time if needed?
7.? ?Have you handled high inbox volumes before? How did you stay organised?

To confirm that you have carefully read this job description, please include the word strawberry at the end of your application.

SKILL REQUIREMENT
Shopify Email Support Virtual Assistant