Ecommerce Customer Service Representative, Shopify, US Apparel Brand

Hi, I am Jasmine the manger of a womans lifestyle apparel brand in the United States. We design and manufacture our own clothing and we are growing fast. I am hiring two customer service representatives so our customers always have someone taking care of them.

Please start your application with the word MANGO so I know you read this post.

What you will do

Answer customer email s about orders, shipping, sizing, returns, and exchanges
Look up and track orders in Shopify and ShipHero
Process returns, refunds, and exchanges using our policies and templates
Tell me when the same problem keeps coming up so we can fix it at the source
Send me a short end of day summary of what came in and what is still open

What I am looking for

At least one year of customer service experience, ideally for an ecommerce or clothing brand
Excellent written English with a warm, clear, professional tone
Experience with Shopify, or the ability to learn it quickly

Your own computer and reliable internet with a backup connection
Someone reliable. If something comes up and you cannot work, you message me the same day. I care much more about communication than about a perfect attendance record.

What ecommerce brands have you done customer service for, and what tools did you use?
Write your reply to this customer exactly as you would send it: "I ordered 12 days ago and my tracking has not moved at all. This is ridiculous. I need this for an event on Saturday. Either ship it today or refund me."

A customer asks for a refund on a final sale item 40 days after delivery. Our policy is no returns on final sale and a 30 day return window. What do you do?
Which shift do you prefer, and what is your internet speed?

Shift A: 9:00 AM to 1:00 PM Manila time
Shift B: 10:00 PM to 2:00 AM Manila time