Customer Service & Logistics Coordinator — E-commerce (Remote / Full Time)

Job Title : Customer Service & Logistics Coordinator — E-commerce (Remote / Full Time)

About Azurikass
Azurikass is a fast-growing French e-commerce brand selling a CE-certified anti-choking safety device. We currently operate in Spain and Portugal, with Italy and Poland launching very soon, followed by additional European markets. We operate on a Cash on Delivery model and ship from our warehouse in Granada, Spain. We are a small, efficient remote team and we are looking for a reliable long-term team member to own our customer service and logistics coordination entirely and grow with us as we expand.

About the Role
You will be the single point of contact between our customers, our logistics warehouse, and our management. Your job is to make sure every customer gets their order, every delivery incident is resolved fast, and nothing falls through the cracks. You will work with clear processes, ready-to-use templates, and an AI assistant (Gemini) that translates and drafts all customer messages in Spanish, European Portuguese, Italian, and Polish — so you do not need to speak these languages. Your job is to execute with speed, precision, and care.
This is not a passive role. We need someone who takes ownership, spots problems before they escalate, communicates proactively without being asked, and flags new situations so we can continuously improve our processes together.

Your Daily Responsibilities
Customer Service (via Freshdesk Omni)

Monitor and respond to all customer tickets daily across email, WhatsApp, and >>>Facebook comments
Use provided templates and AI assistant (Gemini) to draft and send responses in Spanish, European Portuguese, Italian, and Polish
Resolve customer issues following our SAV process guide : delivery incidents, pick-up point notifications, damaged products, refund requests, order cancellations
Moderate >>>Facebook comments on brand pages across multiple markets — respond to questions and delete toxic or negative comments immediately
Ensure zero ticket goes unanswered for more than 12 hours

Logistics Coordination (via warehouse software + WhatsApp)

Connect to our logistics software every morning to identify new orders in "incident" or "returned" status
Contact customers via WhatsApp and email to schedule reshipment appointments
Coordinate with our Spanish warehouse via WhatsApp to request reshipments, address changes, and open carrier claims for failed deliveries
Transmit all order modifications to the warehouse before the daily 16h00 CET deadline — after this time no changes are possible
Track all actions in our Google Sheet tracking system and keep it up to date daily

Reporting & Process Improvement

Send a short weekly report every Friday : tickets handled, incidents detected, reshipments requested, claims opened, new situations encountered
Flag any new customer situation not covered by our existing process, including how you handled it, so we can add it to our knowledge base and continuously improve our AI assistant over time


Your Working Hours
Working hours : 14h00 to 22h30 Philippines time, Monday to Friday.
This schedule includes 4 breaks of 15 minutes each, spread every 2 hours throughout the day to maintain focus and ensure optimal work quality. These hours are aligned with European business hours, allowing you to handle customer requests in real time and transmit all warehouse modifications before the daily deadline.

What We Are Looking For
Non-negotiable :

Minimum 2 years experience in e-commerce customer service
Experience with Freshdesk or similar helpdesk software — Freshdesk Omni experience is a strong advantage and will be prioritized
Extremely organized and detail-oriented — you follow systems, document everything, and nothing slips through
Reliable and stable internet connection
Fluent written English
Available Monday to Friday from 14h00 to 22h30 Philippines time
Proactive and autonomous — you manage your workload independently, take initiative within your scope, and report without being asked

Strong advantages :

Experience with Shopify or e-commerce logistics software
Experience coordinating with a fulfillment warehouse
Experience moderating Facebook Business pages and ads comments
Basic knowledge of Spanish, Portuguese, Italian, or Polish


What We Offer

Full-time remote position (40h/week) — work from home
Starting salary : $400-500/month based on experience, with a salary review after 3 months based on performance
Salary increase planned when new markets go live (Italy, Poland + more)
All tools provided : Freshdesk Omni, Google Workspace, AI assistant, warehouse software access
Clear onboarding : detailed process guide, ready-to-use templates for every situation, AI tool to help you draft all customer messages in any language
A system that is already built — you are not starting from scratch
Real growth opportunity — as we expand to new European markets, your role and compensation grow with us
Long-term stable position for the right person


How to Apply
Please send your CV and answer these 3 questions in your application message :

What helpdesk software have you used before and for how long ? Have you used Freshdesk specifically ?
Describe one example of a logistics problem you solved at a previous job (delivery incident, warehouse coordination, carrier claim, etc.)
Are you available to work Monday to Friday from 14h00 to 22h30 Philippines time ?

Applications without answers to these 3 questions will not be reviewed.