Customer Support Representative

We are looking for a reliable and detail-oriented Customer Support Representative to help us manage customer questions for our Bol and Shopify business.

Our company sells products through Bol.com, the Dutch marketplace comparable to Amazon, as well as through our own Shopify store. Most customer questions are written in Dutch, but you do not need to speak Dutch at all. You can use AI translation tools to translate incoming messages into English and translate your replies back into Dutch.

Main Responsibilities

Your main task is to answer customer questions twice per day:

• Once in the morning, Amsterdam time zone
• Once at the end of the afternoon, Amsterdam time zone

Customer questions come in through:

• Bol.com customer messages
• Email inbox

You will handle common customer service topics such as:

• Order status questions
• Delivery questions
• Product questions
• Return and refund questions
• Complaints or issues with orders
• General customer inquiries

You will not be expected to figure everything out by yourself. We have an extensive internal knowledge base/intranet that explains how to handle different types of customer questions and situations. You will use this information to provide accurate and consistent answers.

Training & Support

We provide clear training and guidance to help you succeed in this role.

You will get access to:

• A detailed internal knowledge base/intranet
• Video tutorials explaining how the platforms work
• Instructions for using the mailbox and other systems
• Support from a team leader

In the beginning, you are encouraged to ask the team leader many questions. We prefer that you ask when something is unclear, instead of guessing. Over time, you will become more independent as you learn our systems and processes.

What We Are Looking For

We are looking for someone who is:

• Reliable and consistent
• Detail-oriented
• Accurate in written communication
• Able to follow instructions carefully
• Comfortable using AI translation tools
• Able to work with online platforms and email systems
• Willing to learn our internal processes
• Not afraid to ask questions when something is unclear
• Available twice per day during Amsterdam business hours

Fast response time is important, but accuracy is just as important. We want our customers to receive helpful, correct, and professional replies.

Requirements

• Good written English
• Experience with customer support is preferred
• Experience with ecommerce, Shopify, marketplaces, or email support is a plus
• Comfortable working with tools such as email inboxes, online dashboards, Google Docs, intranet/knowledge base systems, and AI translation tools
• Stable internet connection
• Ability to work independently after training

Working Schedule

This is a part-time remote role.

You will check and answer customer questions two times per day:

1. Morning, Amsterdam time zone
2. End of the afternoon, Amsterdam time zone

The exact working times can be discussed, but consistency is important. The estimated monthly hours ranges currently from 35-40 hours.

Important Qualities for This Role

The ideal candidate understands that customer support is not only about replying quickly, but also about giving the right answer. You will need to read customer messages carefully, check the correct process in our internal documentation, and provide a clear and professional response.

This role is very manageable because you will have access to detailed instructions, video tutorials, and a team leader who can support you. If you are organized, careful, and willing to learn, this is a great long-term remote position.