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À propos
We are looking for a proactive and strategic Customer Support Specialist to manage customer support for our e-commerce business in the Italian market.
This is not a simple email-reply role. We are seeking someone who can protect the business, maintain high customer satisfaction, and actively prevent disputes and chargebacks on PayPal and Stripe, stepping in before situations escalate.
Native-level Italian is not required. The use of AI-based translation tools (ChatGPT, DeepL, etc.) is allowed and strongly encouraged. What truly matters is a problem-solving mindset and experience in handling difficult customers.
Key Responsibilities
Manage customer support via email (Gmail) with an empathetic, professional, and reassuring tone
Prevent disputes and chargebacks by identifying risk signals and intervening before customers open PayPal or bank claims
Negotiation & retention: propose alternative solutions such as replacements, discount codes, or partial refunds to avoid full refunds and revenue loss
Order management on Shopify: monitor orders, update tracking information, and verify shipping status
AI-powered localization: translate messages into natural, fluent Italian using advanced AI tools
Required Skills & Experience
Proven experience in dispute and chargeback prevention
Strong familiarity with Shopify and Gmail
Excellent problem-solving skills, especially in managing logistics delays and shipping issues
High reliability and attention to detail
Ability to work independently and meet deadlines
Role Objectives
Minimize disputes and chargebacks on PayPal and Stripe
Respond to all customer inquiries within 24 business hours
Turn dissatisfied customers into loyal, long-term customers through effective communication
What We Offer
Long-term collaboration in a professional environment
Training on company policies and workflows
100% remote work with flexible hours
Contract duration of more than 6 months.
Mandatory skills: Email Support, Customer Service, Customer Satisfaction, Shopify, Gmail
Compétences linguistiques
- English
Avis aux utilisateurs
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