Customer Service Specialist – Strong Attention to Detail

We're looking for a dependable, detail-oriented Customer Service Specialist to be the voice of our fashion brands. This is a long-term role for someone who writes well, stays calm under pressure, and takes ownership of a customer's issue from first message to resolution. You'll work independently, with AI tools supporting a large share of your replies.

What you'll do

• Handle the daily email inbox — answering pre-sale questions, order status queries, complaints and escalations promptly and in a consistent brand voice (expected output: 30–40 tickets per hour with AI support).
• Own the full resolution, not just the reply: chase what's needed behind the scenes and close the loop with the customer.

Apply our return and refund policies confidently — offering discounts to retain a sale, issuing refunds, and sending clear return instructions.

• De-escalate unhappy customers and turn recoverable situations into repeat buyers.
• Resolve order issues around size, colour, stock availability and address verification before they become complaints, and follow up on unfulfilled Shopify orders.
• Report damaged or incorrect items to suppliers (via ---------- or CJ Dropshipping) and secure replacements or refunds on the customer's behalf.
• Coordinate with suppliers on shipment updates, replacements and cancellations so you can give customers accurate answers, not guesses.
• Keep internal spreadsheets and documentation accurate so nothing falls through the cracks.
• Flag recurring complaint patterns and propose fixes — you're closest to the customer, so we want your input.

What we're looking for

-Proven customer service experience in e-commerce, ideally fashion (applications without this won't be reviewed).
-Excellent written English — clear, warm, and free of errors. This is the core of the job.
-Hands-on experience with helpdesk tools (HelpScout, Zendesk, Gorgias) and Shopify. Please add the word sky in the subject line of your application.
-Working knowledge of CJ Dropshipping order fulfilment — enough to chase a supplier and resolve an order yourself.
-Strong organisational skills and the ability to manage a busy queue independently.
-Analytical, detail-oriented, and comfortable proposing process improvements.

What we offer

Competitive salary + KPI-based bonuses
Long-term, fully remote setup
Part-time position that will potentially be absorbed as full time
Working hours would be around 9pm to 6am [Philippine Time]
Real growth opportunity as the company expands

To apply, send:
-A cover letter covering your customer service experience in e-commerce
-A Loom video (under 1 minute) explaining how you organize your day