Part-Time Customer Service Representative – Women's Fashion E-commerce Store

We run a fast-growing online store selling women's fashion (shoes, sandals, sneakers and dresses) to customers in Australia. We're now hiring our first customer service team member, someone who will become a long-term part of our team.

WHAT YOU'LL DO

• Answer customer email s and chat messages: order status, tracking, sizing questions, returns and exchanges
• Look up orders in Shopify and give customers clear, friendly and accurate answers
• Handle returns, exchanges and common issues according to our guidelines and templates
• Keep track of open cases and make sure every customer gets a reply
• Escalate unusual cases or refund requests outside our guidelines to the owner
• Share feedback: if customers keep asking the same thing, let us know so we can improve

HOURS

• 2-3 hours per day, 7 days a week (14-21 hours per week)
• Preferably during Australian daytime (AEST/AEDT), since our customers are in Australia

WHAT WE'RE LOOKING FOR

• Excellent written English: friendly, clear and professional
• Experience with Shopify (required)
• Experience in customer service, ideally for an online store
• Experience with a helpdesk tool like Gorgias, Re:amaze or Zendesk is a plus
• Patient and calm, also with unhappy customers
• Reliable, detail-oriented and able to work independently
• Stable internet connection and a quiet place to work

WHAT WE OFFER

• A long-term position with a growing brand
• More hours and responsibilities possible as we grow
• Clear guidelines, templates and training to help you get started
• Fast, direct communication with the owner

HOW TO APPLY
Please watch this short video first: ----------
In the video I mention a secret word. Start your application with that word, so we know you've watched it. Then tell us briefly about your customer service experience, your experience with Shopify, and which other tools you've used.

Applications without the secret word will not be considered.