[EXPERIENCED] [Female] Customer Service Rep for a fast growing female fashion dropshipping store

Hi there, nice to see our vacancy has caught your attention.

We are currently operating 3 fashion dropshipping stores focussed solely on women in the US. As all 3 stores are beginning to scale, we are looking for our first FEMALE dedicated Customer Service Representative on a full time basis to help answer customers questions, resolve order problems, and de-escalate cases of unhappy customers into neutral / happy customers.

We have the templates and videos on how we solve customer issues, but we need your skill of common sense, empathy and problem solving to adjust these templates to the customers problem and send a solid, empathetic, but fact based response to our customers. This all has the goal of turning an unhappy customer into a happy one while protecting the companies profits. A problem solving, de-escalating, solution driven mindset is your main skill needed for this role.

How a typical day looks:

You start your morning by opening ReAmaze and quickly scanning the inbox for urgent cases that need immediate attention. Since our supplier is fully active during these hours, this is the best time to resolve order-related issues.

You also check our logistics Slack channel for any delivery issues reported by our supplier. For example, a package may have failed delivery because the customer's address is incorrect or the courier needs an access code. You check the order details and contact the customer to request the missing information so our supplier can arrange redelivery as quickly as possible.

You notice a customer received the wrong size and has already provided a photo confirming it. You head to the appropriate Slack channel, tag our supplier account manager, and provide all necessary order information so the issue can be resolved quickly.

Next, you find an email from a customer who received a damaged item but didn't attach any photos. You select the appropriate response template, adjust it to the customer's situation, and request the necessary evidence.

Once the urgent cases are handled, you focus on return requests. You read each request, assess the situation and level of escalation, and choose the appropriate response or template.

You then move on to more difficult or unhappy customers. For example, yesterday you sent a customer our initial return instructions. Today, she replies that the solution is unacceptable and demands a full refund without returning the item to our return warehouse in China.

You assess the situation, respond with empathy while clearly explaining the applicable policy, and d ---------- that some flexibility may help resolve the issue. Instead of the initial 10% keep-the-item refund, you may offer 25% while allowing her to keep the item. The goal is to find a reasonable solution while protecting both the customer experience and the business's profits.

Your evening shift follows a similar routine. You check for new urgent cases, follow up on unresolved conversations from the morning, respond to supplier updates, and work through new customer emails. Before finishing, you make sure urgent cases have been addressed and anything requiring supplier assistance is clearly documented and ready for follow-up the next morning.

REQUIREMENTS
-Fluent in written English and very good verbal English
-A self-starter who can work independently without constant supervision
-Proven experience in ecommerce customer service, preferably fashion/dropshipping
-Strong experience with Shopify and customer service platforms such as Re:amaze, Gorgias or Zendesk
-Strong common sense and judgment, you know when to follow a template and when to adjust your approach
-Able to handle unhappy or demanding customers calmly, professionally, and with empathy
-Excellent attention to detail and ability to recognize and prioritize urgent cases
-Able to balance customer satisfaction with protecting the business
-Are able to do a morning shift and evening shift as our stores run solely in the USA.


HOW TO APPLY

Start your application with the words:
FASHION CS

Then answer (IN YOUR OWN WORDS, DO NOT USE AI, WE WILL SEE THIS INSTANTLY):
1. How many years of ecommerce CS experience do you have?
2. Which fashion/dropshipping stores have you worked for? (INCLUDE NAMES)
3. Why are you no longer working there?
4. How many tickets did you typically handle per hour?
5. Which CS support platforms have you used?
6. How experienced are you with Shopify?
7. Have you used ReAmaze?
8. Have you worked with US customers? If so, what can you say about the US customer?
9. Explain in your own words (DO NOT USE AI) an example where you're really proud of how your CS skills de-escalated an issue from angry customer to neutral/happy customer.
10. What have you learned from your previous jobs as a CS rep and how can you apply those lessons to this function?
11. Are you comfortable with a split working schedule?
12. Are you currently working for other clients?
13. What is your expected hourly rate?
14. What is your earliest possible start date?

 
Finally, answer this scenario in your own words:

A customer ordered a dress for an event. It arrived on time, but she says it looks different from what she expected and wants a full refund immediately.

Write the response you would send to the customer.

Keep your application short and factual. We're interested in your experience, judgment and written communication, not a long motivation letter.

Regarding the follow up: we're currently going through the applications and ones who we think are a possible match will be contacted. We aim to do the first talks between 30 sept and 5 october. The second talks shortly after that. The start will be as soon as possible afterwards (6/7/8/9 oct).

APPLICATIONS FILLED WITH AI ANSWERS WILL RIGHT AWAY BE SPOTTED AND YOUR APPLICATION WILL NOT BE CONSIDERED. PLEASE USE YOUR OWN LEVEL OF ENGLISH AS THERE IS A MINIMUM LEVEL OF COMMON SENSE AND LANGUAGE SKILL REQUIRED.