We run online fashion stores for Dutch-speaking customers (Netherlands and Belgium) and are looking for an experienced customer support representative. We're looking for someone for the long term, with potential bonuses based on performance.
Our customers write in Dutch. You don't need to speak Dutch: you work in English and use AI tools to translate customer emails and your replies. All internal communication with our team is in English via Slack.
What you'll do:
- Answer customer emails in Gorgias using our macros and SOP
- Handle order status, cancellations, size issues, returns and damaged items
- Offer our solution options (replacements, partial refunds, store credit) before any refund, following our refund policy
- Pass supplier and delivery problems to our order issue manager
- Log every case in our data sheet
What we expect:
- Around 20 emails per hour on average
- 90% of replies through macros
- An end of day report in Slack: what you did today, what problems you ran into, and what you noticed (for example recurring complaints or product issues)
- Clear, professional written English
- You do not approve refunds. You propose solutions; refund decisions stay with the owner.
Who we're looking for:
- Someone who works fast, learns fast and takes ownership
- Calm and organized, also when it's busy
- Looking for a long-term role and wants to grow with us
Requirements:
- Minimum 1 year of e-commerce customer support experience (Shopify), with proof
- Hands-on experience with Gorgias (required)
- Experience with Slack
- Comfortable using AI tools like ChatGPT or Claude
- Experience with European or Dutch stores is a big plus
This is not a beginner role. Applications without Gorgias experience will not be considered.
We start with a paid trial week.
How to apply:
To show us you've read the full job post, start your message with the word COCONUT. Applications without it won't be read.
In your message, include:
1. Which stores or companies you did customer support for, and for how long
2. Whether you have used Gorgias
Selected candidates will receive a short screening form to complete before the interview.
In your message, include:
1. Which stores or companies you did customer support for, and for how long
2. How you used Gorgias (macros, tags, rules, views)
3. Proof of your experience (for example a reference or a screenshot of your work)
4. Your reply to this customer as if you work for us (in English is fine):
"Ik heb mijn bestelling 3 weken geleden geplaatst en nog steeds niks ontvangen. Als ik morgen niks hoor, doe ik een chargeback."