Amazon VA (Customer Support via eDesk)

Rate: $5-$6.5/hr depending on your experience and skills. Join our dynamic e-commerce team as an Expert Customer Support Specialist , where you'll play a pivotal role in delivering exceptional service across Amazon and other marketplaces. We're seeking a seasoned professional with a strong background in handling customer interactions through helpdesk software and managing Shopify content. In this role, you will: Efficiently respond to email tickets using our helpdesk (edesk) system, ensuring timely and accurate communication with customers. Manage customer complaints with professionalism, processing returns and refunds, or organizing replacements through our ERP system. We would seek for a person to start early (in your time zone), like about 6:00 am, and work on weekends, at least Saturday (getting another day off instead). Optional: oversee Shopify content management, focusing on maintaining and updating product images to enhance the customer experience. Optional: manage FBA shipment plans to replenish FBA stock To excel in this position, you should possess: a lot of proven experience in handling customer support for Amazon. Extended experience with general customer support by email. Extended experience using a help desk ticket system for support. Extended knowledge about at least one help desk system and its setup of email rules and workflows that would help us to establish and modify best practice email Workflows Knowledge of all refunding, replacement, and exchange processes so they will be fit to set up replacement shipments in Shopify, doing partial or full refunds in Amazon, etc. A true C2 level of English would be mandatory in order to be on the safe side that the English answers are written correctly, as this will be translated back to German for most of our customers. The input needs to be correct in order to get a proper translation. Therefore, some knowledge of how to handle Shopify would be needed. So, surely above some basic knowledge. Working on Saturday and Sunday and having off during the week in exchange. Optional / Bonus 1: having extended knowledge of a PIM system, in order to help us keeping data up-to-date, correcting small mistakes, and/or feeding and updating content to the PIM system (we will use Plytix) Optional / Bonus 2: The idea would be knowledge of "edesk," which is not that uncommon for e-commerce customer support, because it has a lot of integration with different marketplaces, including Amazon. This is a remote role that demands a high level of professionalism and self-motivation. If you thrive in a fast-paced environment and are passionate about customer satisfaction, we invite you to apply and contribute to our continued success. To apply: Include code 0422 together with your latest CV link and cover letter explaining your relevant experience to the role. Note: We need someone who has extensive experience using eDesk and PIM system.