E-Commerce Customer Service Specialist — European Marketplaces

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: TYPE OF WORK

Part Time

: SALARY

5-6USD:

: HOURS PER WEEK

25

: DATE UPDATED

Aug 22, 2026

JOB OVERVIEW

E-Commerce Customer Service VA — European Marketplaces

About Us
We are a fast-growing European furniture e-commerce brand selling designer chairs and coffee tables across 10+ marketplaces including Vente-Unique (FR, DE, ES, IT, PT, AT, BE, NL, PL, LU), Kaufland, ---------- , Cdiscount, and Allegro. We operate across France, Germany, Belgium, Netherlands, Spain, Italy, Portugal, Austria, Poland, and Luxembourg.

The Role
We are looking for an experienced, reliable Customer Service VA to handle all customer messages across our European marketplace accounts. This is a remote, flexible position paid per hour worked — you only work when there are tickets to handle.

This role requires someone who understands European marketplace operations, not just Amazon US or Shopify. If you have experience with Mirakl-based marketplaces, Kaufland, ---------- , or similar European platforms, you will stand out immediately.

Working Hours
- Monday to Saturday, EU business hours (9:00 AM – 6:00 PM CET)
- This is 5:00 PM – 2:00 AM Manila time — night shift required
- Must be available and actively checking tickets during these hours
- Sunday is a rest day — auto-responder will be set up for Sunday

**Your Responsibilities**
- Monitor and respond to all customer messages across all marketplace accounts daily
- Handle common issues including: delivery delays, damaged items, missing parts, return requests, order status inquiries, tracking information
- Use Responso helpdesk platform to manage all tickets from one inbox
- Use AI tools (Claude) to draft responses in French, German, Dutch, Italian, Spanish, Portuguese — you review, adjust, and send
- Check fulfillment system (Hubble/UMUS) to verify order and delivery status before responding
- Open tickets with warehouse or transport when needed (damage claims, missing items, etc.)
- Escalate complex cases to the owner immediately
- Keep a weekly tracking sheet: total tickets handled, damage cases, returns, escalations, recurring issues
- Weekly 30-minute call with owner to review numbers and discuss patterns

Requirements
- Fluent written English — essential
- Minimum 2 years e-commerce customer service experience on European marketplaces — required
- Experience with European marketplaces strongly preferred: Vente-Unique/Mirakl, Kaufland, ---------- , Cdiscount, Allegro, or similar
- Experience in furniture, home décor, or large item e-commerce is a strong advantage
- Experience with helpdesk tools: Responso, eDesk, Zendesk, or similar — required
- Comfortable using AI tools to draft multilingual responses
- Strong attention to detail — responses go directly to European customers
- Experience handling damage claims, carrier disputes, and warehouse tickets
- Reliable, fast internet connection
- Available Monday–Saturday during EU business hours (night shift Manila time)
- Able to work independently with minimal supervision after training

What We Provide
- Full training and detailed SOPs for every common scenario
- Access to Responso helpdesk (all platforms in one inbox)
- AI drafting tool — you do not need to speak French, German, or Dutch fluently
- Access to fulfillment tracking system
- Clear escalation process for complex cases
- Weekly check-in call for feedback and alignment

Pay & Tracking
- Rate: $5.00–$6.00 USD per hour depending on experience
- Paid per hour worked only
- You log hours when actively working on tickets — not paid for idle time
- Payment weekly via Wise directly to your Philippine bank account
- You provide a simple weekly invoice (template provided)

**Volume & Growth**
- Current volume: approximately 5–10 tickets per day (30–45 minutes daily)
- Volume will grow significantly as we launch on Amazon, ManoMano, Leroy Merlin, and other platforms
- This is a long-term position with growing hours and responsibility as the business scales

How to Apply
Please send:
1. A short introduction about your e-commerce CS experience — be specific about which platforms and tools you have used
2. Your experience with European marketplaces (if any)
3. Confirmation that you are available Monday–Saturday during EU business hours (9AM–6PM CET / 5PM–2AM Manila time)
4. Your expected hourly rate

We will send shortlisted candidates a paid test task (3 sample customer messages to handle). We are looking for someone detail-oriented, reliable, and able to grow with the business long-term.

SKILL REQUIREMENT

Ecommerce Customer Service Customer Relationship Management

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E-Commerce Customer Service Specialist — European Marketplaces

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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