Role Overview
This role exists to protect customer trust and directly influence repeat revenue. Clients hire Customer Service Experts because they need someone who can handle order issues, delays, and disputes without damaging the customer relationship—or the brand’s credibility. The outcome isn’t just answered tickets; it’s retained customers and reduced refund rates. When done right, this role turns frustration into loyalty. That’s the real value: sustained customer lifetime value through consistent, calm, and competent communication.
This is not a back-office messaging job. It’s not copy-pasting templates, and it’s not about “doing your best”—it’s about delivering experience at the level of reliability the client promises on the front end. The business impact is real: poor service leads to chargebacks, bad reviews, and merchants getting flagged or banned on Shopify and payment platforms. Good service keeps operations clean, customers happy, and ad spend profitable. The expectation isn’t perfection—it’s ownership, clarity, and proactive control over the customer journey from first inquiry to final resolution.
Standards You Must Meet
• Every customer inquiry is answered within the promised response window—no delays, no going dark.
• You don’t just reply; you resolve. Clients expect fewer repeat tickets because you fixed the issue, not just acknowledged it.
• Communication must be clear, calm, and brand-aligned—confusion, attitude, or broken English will cost the client trust.
• You’re expected to protect the brand on every channel, especially when handling disputes, chargebacks, or angry customers.
• No surprises. Order delays, lost tracking numbers, or supplier issues should be flagged before the customer finds out.
• Templates are a base, not a crutch. Clients will notice (and fire VAs) if replies feel lazy, robotic, or misapplied.
• Refunds and discounts are handled with discretion, not given lightly—your role is to save the sale, not just issue credits.
• Above all, the client counts on you to reduce refunds, increase retention, and keep CX friction from hurting paid traffic.
What You’ll Be Doing
• Respond to every customer ticket within the required SLA using clear, calm, and brand-aligned communication.
• Verify the full order status, tracking history, and supplier actions before replying to any delivery-related inquiry.
• Identify and escalate fulfillment issues, shipping delays, or unavailable items before the customer notices.
• Handle chargebacks, PayPal disputes, and angry buyer cases with solution-focused replies that defend the brand.
• Tailor responses using approved templates as a base—never copy-paste without context or tone adjustment.
• Log and flag repeated issues (e.g., supplier mistakes, refund trends) that could impact customer retention.
• Apply refunds, store credits, or free replacements only when justified and after attempting to save the sale.
• Monitor inbox quality daily to ensure no missed follow-ups, open loops, or unsolved high-risk tickets.
What You’ll Hand Over
• A fully updated ticket system showing resolved customer issues with no pending escalations or missed SLAs.
• A weekly summary of top CX issues, flagged tickets, and patterns that may impact retention or lead to chargebacks.
• A clean dispute tracker with notes, actions taken, and outcomes for all chargebacks, complaints, or negative reviews.
• A list of resolved VS refunded cases, with notes on de-escalation attempts made before offering compensation.
• A final customer inbox showing on-brand, personalized responses that reflect business standards—not canned replies.
Tools You’ll Need to Use
• Shopify Admin – Core platform for managing orders, reviewing customer accounts, and processing refunds or cancellations.
• Gorgias – Central hub for handling customer inquiries across email, chat, and social media, all within one ticketing system.
• Gmail / Google Workspace – Standard communication and documentation tools for responding to escalations and collaborating with internal teams.
• Facebook Business Suite – For resolving customer messages and comments on branded Facebook and Instagram pages professionally and promptly.
• Slack – Team messaging tool used to escalate urgent issues and stay aligned with client-side updates or direction.
• Google Sheets – Used for logging customer issues, tracking return trends, or reporting KPIs as required by clients.
• Zendesk (if client uses it) – Alternate helpdesk tool; must navigate tickets and respond in compliance with brand tone and SLAs.
Why Work Smarter
If you can’t automate the basics — tagging tickets, routing emails, sending canned replies, pulling order status, updating CRMs — the client is paying for tasks that can be done faster and cheaper by a bot. That’s not sustainable. This isn’t full-stack AI engineering. This is understanding how automation removes busywork from your day. And if you can’t do that, someone else will.
At OES, we’re setting this expectation now — not because it’s trendy, but because the market already demands it.
Why Your Work Matters
In Shopify and dropshipping, profits are made (or lost) at the point of customer experience. When a buyer is confused, angry, or ignored, the damage is instant: refund issued, chargeback filed, ad ROI tanked, and brand trust eroded. That’s why clients don’t hire “ticket responders”—they hire operators who prevent fires, recover failed orders, and defend every cent of paid traffic spend. Every customer not handled correctly is a cost. Every one retained is money kept and future revenue secured.
This role is profit protection in action. You’re not here to clear inboxes—you’re here to lead the post-purchase journey with precision, calm, and full control. Clients are spending aggressively on acquisition. That only works if someone like you is ensuring those customers don’t walk out the back door with complaints, confusion, or cash. There is no “nice to have” here—customer service done right is the only thing standing between sustained growth and silent churn.
What We Expect From You
As a Specialist, you are the operational backbone in customer communication for Shopify and dropshipping accounts. You are the one who keeps refund rates low, chargebacks in check, and customer satisfaction high—without compromising the business’s bottom line. You have the judgment to read between the lines of a ticket, the discipline to defend policies without escalating, and the experience to know when exceptions are worth the cost. You understand the chain reaction a mishandled email can cause, and you take accountability from the very first reply. In this role, consistency is not just a strength—it’s a requirement.
We’re looking for someone who brings strategic calm to high-volume service environments. You can manage support inboxes, respond with brand alignment, and align your daily actions to account profitability and long-term compliance. You’re proactive with flagged issues and never passive in the face of declining metrics or customer threats. You represent OES not just through tone and response time, but through your ability to defend the client’s brand while minimizing operational risk. This role is a profit-defense position—and carries all the weight that comes with it.
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$500 – $1,100
OES salary standards reflect real market benchmarks, tier and experience level, ensuring fair pay for VAs and realistic expectations for clients.
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