Customer Service Representative

Customer Service Agent for Fast-Growing Lighting and Decor Ecommerce Store

We are hiring an experienced Savage Customer Service Agent to join our ecommerce business.

This role is for someone sharp, reliable, calm under pressure, and genuinely capable of taking customer service stress off the founder. You will be handling customer emails, resolving issues, answering order questions, reducing refund requests, and making sure customers feel looked after.

This is not a phone support role. You will be handling customer service through email and written communication only.

About the Role

We need a customer service agent who is not just “nice,” but effective.

You must be able to think clearly, solve problems fast, communicate professionally, and protect the business while still giving customers a great experience. The goal is to reduce refunds, prevent chargebacks, calm frustrated customers, and handle daily support without needing constant supervision.

You will be responsible for managing customer enquiries, tracking updates, order issues, refund requests, replacement requests, delivery delays, product questions, and general store support.

Key Responsibilities
Answer customer emails professionally and quickly
Handle order questions, delivery updates, and tracking enquiries
Resolve customer complaints before they become refunds or chargebacks
Reduce refund requests by offering helpful solutions
Communicating with our supplier to ask questions regarding customer inquiries
Communicate clearly with customers in fluent English
Escalate only the issues that genuinely need founder attention
Keep support organized and make sure no customer is ignored
WE DO NOT WANT TO BE GIVING OUT REFUNDS
Help improve customer service templates and processes over time
Maintain a calm, professional tone even with difficult customers

Requirements
Minimum 2 years of ecommerce customer service experience
Must provide proof of previous experience
Strong written English is required
Experience handling refunds, complaints, shipping delays, and order issues
Must have a proven track record in reducing customer complaints, refunds, or support workload
Must be reliable, organized, and able to work independently
Must be confident dealing with frustrated customers
Must be able to follow policies and make smart decisions
Experience with Shopify is strongly preferred
Experience with Gmail, order tracking tools, or ecommerce platforms is a plus

The Person We Are Looking For
We are looking for someone who is tough, switched on, and solution-focused.
You should not panic when a customer is upset.
You should know how to calm the situation, protect the business, and create a good outcome.
You must be able to take ownership of customer service so the founder does not have to constantly step in.

This role is perfect for someone who has worked in ecommerce support before and knows how to deal with real customer issues.

Important
Please do not apply if you have no ecommerce customer service experience.

We are only looking for applicants with at least 2 years of proven experience in customer support, preferably for ecommerce stores.

How to Apply

To apply, please send:

A short introduction about yourself
Your ecommerce customer service experience
Proof or examples of previous customer service work
The platforms/tools you have used before
Your expected monthly salary
Your availability and preferred working hours
- A short example of how you would respond to an angry customer asking for a refund because their order is delayed
- How you would respond to a customer: Today I finally received a parcel from you. Unfortunately, there are two issues with the order:
There is only one light – not a set of 2 as ordered
The light is not as expected - the screws will be visible on the side and they look very cheap
Can you please advise how I can return the light and get a full refund?

Applications that do not answer these questions will not be considered.