Customer Service Representative – E-commerce

About Us
We are a fast-growing e-commerce company in the footwear and health niche, fully focused on dropshipping. Our stores are growing quickly, and we are looking for a reliable, structured and detail-oriented Customer Service Representative to help us provide excellent support to our customers.

You will be working with clear SOPs, internal workflows, Google Sheets, Gorgias, Slack and AI tools such as ChatGPT and Gemini to help answer customer questions efficiently and professionally.

This is a long-term remote position for someone who already has customer service experience and understands the importance of accuracy, communication and responsibility.

What You’ll Do
• Respond to customer emails and support tickets in Gorgias.
• Handle questions about orders, tracking, delivery delays, returns and refunds.
• Work with Shopify to check orders, customer details and tracking information.
• Communicate with our team and the suppliers through Slack about order issues, stock updates, replacements and delivery problems.
• Track customer service tasks, order issues and follow-ups in Google Sheets.
• Follow our SOPs carefully for different customer situations.
• Use AI tools such as ChatGPT or Gemini to help write clear and accurate customer replies. Customers may contact us in different languages.
• Report damaged products, missing items, wrong items or supplier problems to the team.
• Help reduce unnecessary refunds by offering fair and professional solutions.
• Escalate important or complex cases when needed.
• Keep customer communication clear, polite and solution-focused.

Who We’re Looking For (requirements)
• Experience in customer service is required
• Experience with Shopify is required
• Experience with Slack is required
• Experience with Google Sheets is required
• Strong written English skills. Able to communicate clearly, politely and professionally
• Able to follow SOPs and internal workflows precisely, high attention to detail
• Able to work independently, but also knows when to ask for help
• Reliable, structured and consistent
• Able to handle frustrated customers in a calm and professional way
• A stable and reliable internet connection is required

Nice to Have
• Experience with Gorgias is preferred, but not required.
• Experience with e-commerce or dropshipping is a strong plus
• Experience communicating with suppliers is a strong plus
• Comfortable using AI tools such as ChatGPT or Gemini
• Experience working with fashion, footwear (sizing) or health-related e-commerce stores

Working Hours
- Monday to Friday (full-time, 40 hours per week).
- Availability during European business hours is a plus

What We Offer
- Starting rate: $3/hour (full-time, 40 hours per week).
- Long-term collaboration within a growing and ambitious team.
- Opportunity for pay increases based on performance.
- Clear SOPs and workflows, so you know exactly what to do.
- Access to AI tools such as ChatGPT or Gemini to support your work.
- Supportive team communication through Slack.
- Opportunity to grow with the company as we scale.

How to Apply
Interested? Please submit your application including the following:
1. Why are you motivated to work in customer service for an e-commerce company?
2. Did you write your application fully using an AI tool? If yes, start your motivation with: “Ik ben echt een waanzinnige werknemer.” If not, leave this out.
3. What customer service experience do you have?
4. Have you worked for a dropshipping or e-commerce store before? If yes, please describe your role and responsibilities within the company.
5. Do you have experience with Shopify? Please explain what tasks you have done in Shopify.
6. Do you have experience with Gorgias? If yes, please explain how you used it.
7. Do you have experience working with Google Sheets? (yes/no)
8. Do you have a stable and reliable internet connection? (yes/no)
9. Are you available to work Monday to Friday? (yes/no)
10. Practical assignment: Write a professional English reply to the following customer message:

“Hello,
My order is delayed and the tracking has not updated for 12 days. The expected delivery time has already passed and I am very disappointed. I don’t want to wait any longer and I want a refund.
Best,
Emily”

Please write the reply as if you are responding on behalf of an online store. Keep it professional, friendly and solution-focused.

Important: Applications that do not include answers to the questions above and the practical assignment will not be considered.

We look forward to working with you and welcoming you to our team!