E-commerce Customer Service Representative | Shopify

We are a fast-growing Dutch e-commerce brand looking for a reliable and proactive Customer Service Representative to handle our day-to-day customer communication.

Your main responsibility will be answering customer email s professionally, resolving order and delivery-related questions, and making sure every customer receives a clear and helpful response.

Most of our customers are Dutch, so Dutch language skills are highly preferred. Excellent English is required.

Your responsibilities

• Answer customer email s on a daily basis
• Handle questions about orders, shipping, tracking and delivery delays
• Handle returns, refunds and cancellation requests according to our policies
• Check order and tracking information in Shopify
• Communicate professionally with customers experiencing delayed deliveries
• Resolve customer complaints and find appropriate solutions
• Escalate unusual or important cases to us
• Keep customer communication organized and make sure no messages are missed
• Follow our existing customer service guidelines and templates
• Maintain a friendly, professional and reassuring tone
• Help us identify recurring customer issues so we can improve our processes

Requirements

• Previous customer service experience, preferably for an e-commerce/Shopify store
• Experience with Shopify is strongly preferred
• Excellent written English
• Dutch language skills are a major advantage
• Strong attention to detail
• Reliable and available consistently
• Able to work independently
• Good problem-solving skills
• Comfortable working with tracking information, refunds, returns and order management
• Fast response times and good communication

What we are looking for

We are not looking for someone who simply copies and pastes generic responses. We want someone who understands the customer's situation, checks the relevant order information and provides a professional solution while protecting the interests of the business.

Our goal is to build a long-term working relationship. As the company grows, the role and number of hours can grow as well.

When applying, please include

1. Your previous customer service/e-commerce experience
2. Whether you have worked with Shopify before
3. Your level of Dutch and English
4. Your availability and timezone
5. Your hourly rate
6. How many hours per week you are available
7. An example of how you would respond to an unhappy customer whose order is delayed

Please start your application with the word “NAE” so we know you have read the full job description.