1. Job Responsibilities

1.1 Handle pre-sale, in-sale, and after-sale customer inquiries via email, including order tracking, returns/exchanges, and shipping issues;

1.2 Provide accurate product advice (e.g., sizing, fabric, style) based on fashion apparel knowledge;

1.3 Collaborate with internal teams (warehouse/logistics) to resolve issues and improve customer experience;

1.4 Document feedback, analyze recurring issues, and optimize email templates;

1.5 Familiar with ERP system, need to apply for refund/reissue for orders in ERP system;

>>> New employee period: After joining the company, there is a one-month ramp-up period, during which the quantity of emails that need to be completed every day gradually increases to 150;

2. Work content

2.1 Process 150 emails before 18:00 every day (the quantity of emails processed every day will increase during the peak season, and overtime may be required);

2.2 Process the to-do list of the day before 18:00 every day (i.e., apply for refund/reissue of orders), and the quantity of processing per person per day is about 10, and the specific quantity fluctuates with the business volume (the quantity may increase during the peak season, and overtime may be required);

3. Working hours:

3.1 Currently 09:00-18:00, with a 1-hour break in between;

3.2 Subsequently, two shifts will be added: mid-shift 15:00-24:00, and night shift 00:00-09:00, with a 1-hour break in between;

4. Rest time: 6 days off per month, rotating rest

>>> The training lasts 4-6 days and you can attend the training at home.

5. Qualifications

5.1 Fluent written English, able to write professional and natural business emails;

5.2 1+ year in e-commerce/fashion customer service; experience with Amazon/Shopify is a plus;

5.3 Knowledge of apparel terms (e.g., size conversion, fabric care) and industry standards;

5.4 Patience, stress-resistance, and ability to work across time zones;

5.5 Basic CRM (e.g., Zendesk) and Excel skills;

>>> Preferred Skills

Additional language skills (e.g., French, Spanish);Understanding of Western fashion market trends;

>>> Work Mode Full-time, flexible to shifts (covering EU/US time zones);