Customer Service

## Customer Service Representative for Spanish Shopify Store — Long-Term Position

Dear applicant,

Before introducing yourself, start your application with the word Mara. This allows us to confirm that you have read the complete job description.

We are building a new team for our Spanish dropshipping business, and our goal is to reach seven figures in sales this year.

We are looking for an experienced Customer Service Representative to join our team on a long-term basis.

You must speak and write Spanish fluently, as all our customers are Spanish-speaking. You must also have a good level of written English to communicate with our supplier.

We are looking for someone who is responsible, organised, proactive and highly developed in communication. You will communicate directly with customers, our team and our supplier through shared communication groups.

### Main responsibilities

• Responding to customer emails in fluent and professional Spanish.

• Answering questions about orders, delivery times, tracking information, products, returns and refunds.

• Handling complaints and difficult customers calmly and professionally.

• Checking customer orders and tracking information in Shopify.

• Contacting our supplier when there is a delay, missing tracking number, incorrect address, failed delivery, incorrect product or another order issue.

• Communicating regularly with our supplier through group chats and communication platforms.

• Following up with the supplier until every customer issue is completely resolved.

• Keeping the team informed about important problems and unresolved cases.

• Organising customer cases and ensuring that no email or issue is forgotten.

• Following our customer service policies and using our response templates while adapting each answer to the customer’s specific situation.

### Please answer the following questions

1. Do you speak and write Spanish fluently?

2. Do you have experience working in customer service for a Shopify or dropshipping store?

3. Do you have experience using Shopify?

4. Have you managed customer complaints, returns, refunds, delivery delays and tracking problems before?

5. Do you have experience communicating directly with suppliers or fulfilment agents?

6. Which communication platforms have you used, such as Slack, WhatsApp, Skype, Trello or Monday.com?

7. How would you respond to an angry customer whose order has been delayed?

8. Are you comfortable following up with suppliers multiple times until an issue is resolved?

9. Are you available for 2–4 hours per day, 5–6 days per week?

10. What country and time zone are you currently located in?

11. When are you available to start?

### Requirements

• Fluent written and spoken Spanish. This is mandatory.

• Good written English to communicate with our supplier.

• Previous customer service experience, preferably in Shopify or dropshipping.

• Experience using Shopify.

• Excellent communication skills.

• Experience handling order tracking, delays, returns, refunds and complaints.

• Experience communicating through group chats and team platforms.

• Strong organisation and attention to detail.

• Ability to work independently and take responsibility for unresolved cases.

• Professional, patient and respectful communication.

• Reliable internet connection and daily availability.

This is a long-term position with the opportunity to grow within our organisation.

Please do not apply if you do not meet the requirements.

Thank you.