Customer Service agent

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About the Role: We are looking for a dedicated, proactive, and English-proficient Customer Service & Operations Specialist based in the Philippines. We are not just looking for someone to answer emails; we are looking for a true team member who takes ownership, communicates effectively with our suppliers, and helps us optimize our daily operations.

CRITICAL REQUIREMENT: We are strictly looking for someone with extensive, proven experience in E-commerce Dropshipping. Ideally, you have a strong background in Fashion Dropshipping and understand the specific challenges that come with it (such as sizing issues, quality control, and managing customer expectations regarding delivery times). If you do not have solid dropshipping experience, please do not apply.

Key Responsibilities

• Customer Support Mastery: Handling daily customer inquiries via email (Gorgias/Zendesk) with a focus on high satisfaction and revenue retention (turning refunds into reshipments).
• Supplier Communication: Acting as the bridge between the store and our suppliers. You will follow up on delayed orders, verify tracking numbers, and resolve product quality issues directly with the agent.
• Dispute Management: Managing PayPal and Stripe disputes to protect the business's merchant health.

Requirements

• Location: Must be based in the Philippines.
• Experience: Deep experience in Shopify Dropshipping is an absolute must. Preference will be given to candidates who have specific experience in Fashion/Clothing dropshipping.
• Proactivity: You don't wait for instructions; you see a problem and suggest a solution.
• English Skills: Exceptional written English (friendly, professional, and empathetic).
• Tools: Familiarity with Shopify, Gorgias, and Slack/WhatsApp for supplier communication.

What We Offer

• Rate: $4 - $6 per hour (depending on experience and proactivity).
• Stability: A long-term, full-time position in a growing business.
• Support: A clear system and a manager who values your input.
• Bonuses: We offer performance-based bonuses for proactive team members who help reduce refunds and maintain high store ratings.