Customer Service Agent for Fashion Dropshipping Shopify Store

We are looking for an experienced Customer Service Agent to support our growing fashion e-commerce stores. This role is best suited for someone who has worked with Shopify fashion dropshipping stores and is already familiar with customer questions around sizing, delivery times, returns, refunds, exchanges, and product issues. You will be working mainly inside Freshdesk, so prior Freshdesk experience is strongly preferred. Responsibilities - Reply to customer tickets inside Freshdesk - Handle order status and tracking inquiries - Help customers with sizing and fit questions - Manage return, refund, and exchange requests - Ask customers for photos when needed for product issues - Follow our SOPs and response templates - Update and check orders inside Shopify - Escalate unusual or difficult cases to the team - Keep replies professional, calm, and customer-friendly Requirements - Experience with Shopify - Previous experience in fashion e-commerce or fashion dropshipping - Strong understanding of sizing, returns, refunds, and exchanges - Fluent written English - Able to handle upset customers calmly - Detail-oriented and reliable - Able to follow SOPs without constant supervision The ideal candidate has already worked for a fashion store before and understands common customer issues such as: - Wrong size ordered - Item does not fit - Late delivery - Tracking not updating - Product quality concerns - Return requests - Refund requests - Exchange requests We are looking for someone who can protect the business while still giving customers a good support experience. Please apply with: 1. Your previous customer service experience 2. Your availability and time zone 3. A short example of how you would reply to this customer: “Hi, I ordered a dress but it doesn’t fit me well. I want a refund.”