Customer Support Representative

Hi, I’m looking for a Customer Support Representative (individual, no agencies!) for e-commerce store.

Experience required:
- E-commerce support: Handling 300–500+ tickets/month with a 24-hour response time.
- Excellent written English: Clear, professional tone in all communications.
- Translation tools: Comfortable using Google Translate, DeepL, etc.
- Basic e-commerce knowledge: Orders, shipping, returns/refunds, product inquiries.

What’s important:
- Responsiveness: Reply within 24 hours max.
- Attention to detail: Spot inconsistencies (order numbers, customer data) and ensure accurate replies.
- Empathy & professionalism: Handle inquiries politely, even when customers are frustrated.
- Accountability & clear communication: Escalate issues or blockers promptly.
- Reliability & availability: Consistent hours each week, with some overlap in EU time to address urgent tickets.
- Willingness to learn: Understand our products, policies, and tools; suggest workflow improvements.
- Team player: Participate in occasional sync calls; share insights on common ticket trends.

How to APPLY:
Send email to: ----------
Email title: “Support - YourFirstName LastName”

In the email include (use these exact numbers):
1. Your average hourly rate.
2. Your available hours per week and typical time-window (in your time zone) to cover EU hours.
3. Support experience summary: Years in customer support, ticket volumes handled, and e-commerce context.
4. Tools & processes: List ticketing systems you’ve used, and describe how you use translation tools for non-English tickets.
5. Sample scenario response: Write a brief reply (2–3 sentences) to this hypothetical ticket:
“My order is delayed and I want to know when it will arrive.”
6. Detail-oriented example: Describe a time you caught an error in a support ticket (e.g., wrong order details) or turned a frustrated customer into a satisfied one.


IMPORTANT: Only applications that follow all 6 steps will be considered. This ensures you’re detail-oriented and can follow instructions.
Thank you for your time! Looking forward to working with someone proactive and reliable.