Customer Service Assistant | E-commerce

Pay Rate: $6 AUD/hour + $7 AUD incentive for each qualifying customer feedback/review successfully obtained
Location: Remote
Shift: Graveyard Shift

About Us

We are an international e-commerce company selling home and comfort products to customers across the United States, United Kingdom, Australia, and European countries.

We are looking for an experienced Customer Service Assistant who understands e-commerce customer support, customer disputes, delivery issues, returns, and review management. The ideal candidate is confident dealing with unhappy customers and knows how to turn a difficult customer experience into a positive resolution.

Responsibilities
Respond to customer enquiries, disputes, complaints, and delivery issues.
Handle negative reviews and communicate with customers to resolve their concerns.
Follow up with customers after successful resolutions and encourage genuine feedback about their experience.
Monitor and manage review-related customer conversations across our online stores and platforms.
Identify the reason behind negative feedback and work toward an appropriate resolution.
Handle return, refund, replacement, and product-related concerns.
Escalate serious complaints, disputes, or compliance-related issues when required.
Maintain accurate records of customer interactions, resolutions, and feedback.
Work with the team to identify recurring customer complaints and product issues.
Provide professional, clear, and empathetic customer service to customers across the US, UK, Australia, and EU markets.
Requirements
3+ years of experience in e-commerce customer service.
Strong written and spoken English.
Experience handling customer complaints, disputes, refunds, returns, and delivery issues.
Experience dealing with negative reviews and customer feedback.
Understanding of how to request genuine customer feedback following a positive customer experience.
Experience with Shopify and customer service platforms such as Reamaze, Zendesk, Gorgias, or similar systems is preferred.
Understanding of e-commerce returns and consumer protection requirements is an advantage.
Comfortable working with customers from different countries and time zones.
Reliable, detail-oriented, and able to work independently.
Strong problem-solving skills and the ability to remain professional when dealing with difficult customers.
Must be available to work a graveyard shift.
Important

This is not an entry-level position. We are looking for someone who already understands e-commerce customer service and can confidently handle difficult customer situations without needing constant supervision.

The $7 AUD incentive is based on qualifying customer feedback/review outcomes and is paid in addition to the hourly rate.

To Apply
Start your application with "BEST CSR" at the very top of your response.

Then provide 10 points explaining:
Your e-commerce customer service experience.
How many years you have worked in customer service.
Your experience handling negative customers.
Your experience handling disputes and complaints.
Your experience with returns and refunds.
Your experience dealing with negative reviews.
Your experience obtaining genuine customer feedback.
The customer service platforms and e-commerce systems you have used.
How you handle difficult or angry customers.
Why you would be a valuable asset to our team.

Please write your response manually. AI-generated applications will not be considered.

You must also complete the application form below. Only candidates who complete the form will be screened.
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Please also send your resume along with a short summary of your relevant experience.

Only experienced candidates will be considered.