This role is focused on accuracy, consistency, and follow-through.
It is not a sales role and not a creative role. It is for someone who enjoys structure, clear processes, and doing things properly every time.
If you get bored easily, dislike repetition, or prefer to “do things your own way,” this role is not suitable.
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What you’ll be responsible for
You will be the front line of customer support and backend admin operations, including: • Managing customer enquiries via Gorgias (email and tickets) • Responding to customers using approved macros and brand tone • Processing returns, exchanges, replacements, and refunds • Managing the returns system end-to-end • Updating and managing orders inside Shopify • Creating replacement orders and handling order adjustments • Data entry and record updates • Tagging, categorising, and documenting issues correctly • Escalating issues appropriately when needed • Following customer service and admin SOPs exactly
Accuracy, clarity, and consistency are critical in this role.
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This role is ideal for someone who: • Communicates clearly, calmly, and professionally • Enjoys repetitive, process-driven work • Is highly detail-oriented and organised • Follows instructions and SOPs exactly • Works steadily and reliably without rushing • Can work independently once trained • Takes pride in doing things properly
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This role is NOT suitable if you: • Get bored easily • Dislike repetitive tasks • Rush and fix mistakes later • Need constant supervision or reassurance • Like to improvise instead of following process • Struggle with accuracy or follow-through
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Our standards (important) • Accuracy comes first • No guessing — ever • Follow processes exactly • Escalate rather than assume • Clear, respectful communication matters • One task at a time, done properly
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Tools you’ll work with • Gorgias (customer service platform) • Shopify (orders, customers, admin) • Returns management systems • Google Workspace (Docs, Sheets, Gmail)
Experience with these tools is helpful but not required if you are highly process-driven and willing to learn.
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How to apply
Please include: 1. A short paragraph explaining why this type of structured, repetitive work suits you 2. Your availability 3. Any experience you have with customer service platforms (if applicable)
Applications that do not follow these instructions will not be considered.
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