Customer Service Representative – Fashion Dropship E-commerce (Remote)

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: TYPE OF WORK

Part Time

: SALARY

€ 3,50 / hour

: HOURS PER WEEK

18

: DATE UPDATED

Sep 21, 2026

JOB OVERVIEW

We are looking for a motivated, empathetic, and commercially minded Customer Service Representative to join our growing e-commerce team. We run fashion dropshipping stores targeting American women, with plans to expand to other countries in the future.

About the role

You will handle customer service for multiple Shopify fashion stores, together with our CS Manager, who will onboard you, answer your questions and coach you. As the stores grow and new stores are added, your volume and earnings will grow with them.

What you'll do

- Handle inquiries, complaints, refund requests, and order issues professionally across both stores.
- Answer every email that's in the inbox when you start your shift before you end it.
- Guide customers toward fair resolutions in line with our policy. Always aim for the lowest refund amount that still resolves the issue, for example a partial refund or a discount to keep the item before a full refund. Protecting our chargeback rate comes first, though: if a full refund is what it takes to avoid a chargeback or dispute, that takes priority.
- Recognize when a customer may be heading toward a chargeback or dispute, and escalate early, not after it has already escalated.
- If you're unsure about policy, pricing, stock, or any specific situation, always ask before responding. We would much rather answer a quick question than fix a mistake afterward.
- Log every refund or discount commitment in the shared refund tracker the moment a customer agrees.
- Maintain a warm, personal, boutique tone in every message. Customers should always feel a real person helped them.
- Write in natural, professional American English. Never corporate, robotic, or copy-pasted.
- Communicate proactively. If you're unwell, unavailable, or a case is tricky, let us know in advance.

How you're paid

- €0.14 per ticket handled
- Expected volume: at least 50 tickets per shift, 7 days a week
- An experienced CS representative handles around 20–25 tickets per hour, so 50 tickets takes roughly 2–2.5 hours per day
- A ticket counts once you've replied to it or resolved it. Multiple replies to the same ticket on the same day count as one. Tickets you've escalated count once they're answered.
- Time tracking via Hubstaff during your shift. We expect you to work through your shift in one focused block, without long breaks in between.
- Paid twice a month

Speed never replaces quality. Your replies will be reviewed regularly for accuracy, policy compliance and tone. A fast reply that's wrong or generic doesn't count as a good reply.

What we're looking for

- Excellent written English with a natural, warm tone
- Empathetic but business-minded: you can calm a frustrated customer and reach a resolution without giving away more than necessary
- Comfortable using templates and SOPs as a guideline, not a script
- A habit of double-checking rather than guessing, and following up on your own commitments until they're resolved
- Experience with Shopify is required
- Fashion dropshipping experience gets top priority; general dropshipping experience is a strong plus
- Customer service experience is a plus
- Available to start immediately

What we offer

- A fixed rate per ticket, so your earnings grow directly with your speed and volume
- Daily shift starting around 11:30 AM Philippine time, 7 days a week
- Coaching and support from our CS Team Lead
- Room to take on CS for additional stores as we expand, with the rate reviewed as the stores grow
- You're welcome to use AI tools to draft replies faster, but every reply must be checked against our policy/FAQ doc and adjusted to sound personal. Sending an unverified AI reply is treated the same as guessing.

How to apply

Please send us:

- Your CV
- A short introduction about yourself
- A summary of your relevant work experience, especially customer service roles and any fashion e-commerce or dropshipping experience
- Your written answer to the scenario below, written exactly as you would send it to the customer

Practical assessment: refund negotiation

The customer's message:

"I'm not happy with this dress, it's just not what I expected. I want a refund."

This is her first message on the topic: no defect, no specific complaint, just general dissatisfaction. Write your first reply to this customer.

SKILL REQUIREMENT

Customer Support Ecommerce Customer Service

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Customer Service Representative – Fashion Dropship E-commerce (Remote)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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