Customer Service Pro

Customer Service Specialist – E-commerce Email Support (D2C Skincare Brand) We're looking for a reliable customer service professional to manage all customer email support for our D2C skincare brand, selling to customers in the Netherlands and Belgium. What you'll do: Handle all incoming customer emails through CommSlayer (our helpdesk tool) Answer questions about orders, shipping, returns, and product usage Keep response times short — target first response within a few hours, same-day resolution where possible Follow our existing tone of voice and canned response templates (we'll provide these) Handle returns/complaints using our established protocol (including offering store credit or partial refund alternatives where appropriate) Flag recurring issues or complaints back to us so we can improve Requirements: Fluent in English (written) — most of our customers are Dutch/Belgian women aged 45–65 - Our tool Commslayer translates English to Dutch automatically Experience with helpdesk/support tools (CommSlayer experience is a plus, but not required — happy to onboard) Friendly, empathetic, solution-oriented communication style Comfortable working independently once trained, but proactive about asking questions or flagging edge cases Reliable availability — we need consistent coverage, not sporadic check-ins (please specify your available hours/days) Long experience in customer service How we work: We'll provide a full CS guide with tone-of-voice examples, canned responses, and a step-by-step return-handling protocol You'll have access to order/shipping data and product info We value clear, direct communication — if something's unclear or a customer situation doesn't fit our existing protocol, ask rather than guess To apply, please include: Relevant customer service experience (ideally e-commerce/D2C) Your available hours per week and time zone Your English proficiency level (native/fluent/etc.)