Customer Service Assistant - E-commerce Jewellery (AI-assisted, Multilingual) | 5h/day

We are a UK-based jewellery e-commerce brand selling across multiple European markets (UK, Italy, Spain, Germany, France). We are looking for a reliable Customer Service Assistant to handle our daily email and social media support. What you will do: - Respond to customer emails (order status, returns, refunds, product questions) in a warm, professional tone - Handle customer messages on Facebook and Instagram DMs - Manage disputes and complaints, turning negative situations into positive outcomes - Use AI tools (ChatGPT / Claude) to translate and reply to customers in their own language (EN, IT, ES, DE, FR) - Look up orders and tracking in Shopify, process refunds and returns (including via Shopify's new returns feature) - Follow our customer service guidelines and reply templates Time commitment: ~5 hours per day, long-term ongoing role. We are looking for: - Solid written English and strong attention to detail - Prior experience in customer support for Shopify e-commerce brands (jewellery a plus) - Experience with disputes/chargebacks and turning negative situations positive - Comfortable using AI tools (ChatGPT, Claude) to translate and draft replies - Familiarity with Shopify (orders, tracking, refunds, returns feature) - Reliable, organised, able to work independently every day In your application, please tell us: - Your experience with Shopify e-commerce customer support - How you handle disputes and complaints - Your monthly rate expectations for 5h/day (5 days/week) - Your availability and working hours (time zone) Long-term collaboration preferred.