Customer Service Representative - E-commerce (Skincare Brand)

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: TYPE OF WORK

Any

: SALARY

4-5$ per hour

: HOURS PER WEEK

15

: DATE UPDATED

Mar 26, 2026

JOB OVERVIEW

We're hiring an experienced e-commerce customer service rep for Adelira - a premium skincare brand for women 50+ selling in the Netherlands and Belgium.

You'll take full ownership of customer support using Commslayer (our helpdesk), Shopify, and ClickUp.

WHAT YOU'LL DO
- Process email tickets: shipping questions, product inquiries, order issues, complaints
- Handle Instagram and Facebook ---------- and comments through the helpdesk
- Look up orders in Shopify: verify status, check tracking, confirm fulfillment
- Prioritize tickets by urgency using our workflow
- Use saved replies and macros for brand-safe communication
- Handle refund requests using our retention-first process
- Escalate complex cases to management via ClickUp
- End-of-day handover: clear queue, update tasks, summarize open items

MUST-HAVES
- Previous customer service experience for an e-commerce brand (non-negotiable)
- Comfortable working in Shopify: order lookup, fulfillment, tracking
- Experience working for Netherlands or Belgium-based e-commerce stores
- You know how PostNL, DHL, and DPD tracking works
- Good written English (we use AI translation for Dutch customer communication)
- Experience with a helpdesk tool (Commslayer, Gorgias, Zendesk, Freshdesk, or similar)
- Work independently: manage your own queue without being micromanaged
- Empathetic, calm communication style (our audience is women 50+)
- Reliable: stick to agreed hours, don't leave tickets hanging
- Comfortable following SOPs and using templates

BONUS POINTS
- Background in skincare, beauty, or health e-commerce
- Experience handling social media DMs through a helpdesk
- Refund management and de-escalation experience
- ClickUp experience
- Understanding of the 50+ female demographic

WHAT YOU GET
- Fully remote
- Clear SOPs, templates, and escalation workflows ready for you
- Free SkinFuse products so you know what you're supporting
- Growth potential: start part-time, grow with the brand
- Flexible hours: we agree on a schedule that works for both sides

HOW TO APPLY
Apply through our application page:
---------- (copy and remove spaces)
No formal CV needed. Just be honest and specific about your experience.

SKILL REQUIREMENT

Customer Support Shopify Customer Service

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Customer Service Representative - E-commerce (Skincare Brand)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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