Overview

Join our team as a dedicated E-commerce Customer Service Agent and serve as the primary, premium voice of our brand. In this role, you will independently manage written customer interactions, leverage AI translation tools for multilingual support, and directly collaborate with business owners. This is a unique opportunity with clear growth potential to scale into a team leadership role as we expand.

Schedule:

• Mon-Friday + Half a day Sunday. Timezone to fit CET if possible but we're flexible.

Responsibilities

• Manage and resolve customer inquiries through a centralized ticket system, ensuring each customer feels seen and heard
• Follow established SOPs meticulously to maintain brand consistency and service quality across all interactions
• Communicate with customers via live chat, email, and other written channels with accuracy and attention to detail
• Identify and escalate complex issues that require further input, ensuring a seamless handoff
• Train and onboard additional seasonal support agents during peak periods as needed

Requirements

• Proven experience in written customer support within an e-commerce or retail environment
• Strong written English communication skills with the ability to use translation tools for multilingual support
• High level of attention to detail and ability to thoroughly read and comprehend customer messages before responding
• Familiarity with ticket management systems and e-commerce platforms such as Shopify
• Ability to work independently and maintain quality standards without constant supervision
• Must be highly proficient with AI to accurately translate customer inquiries in various languages and respond appropriately.

Scope:

 

• Full-time position covering all days except Saturday, including Sundays
• Serve as the primary customer-facing representative for the brand during low season
• Potential to take on a team leadership role, training and guiding additional agents during high-season periods
• Might be asked during busy season to put in extra hours and will be incentivised.
• Ensure all customer interactions align with the brand's premium positioning and service standards
• Collaborate directly with the business owners without a middleman, enabling real-time feedback and improvement

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.