Customer Service Representative
Part-Time · Remote · E-commerce · Netherlands-Based Store Experience
Who We Are
Adelira is a premium skincare brand built specifically for women 50+. We sell the SkinFuse® Micro-Infusion System — an at-home treatment that delivers peptide serums directly into the skin through ultrathin needles. We serve customers in the Netherlands and Belgium.
Our customers are smart, experienced women who've tried everything. They don't fall for empty promises — and neither do we. That's why our customer service isn't just support. It's a crucial part of the experience we deliver.
The Role
We're looking for an experienced e-commerce customer service representative to take full ownership of our customer support. You'll be the frontline — handling email tickets, social media DMs, order questions, complaints, refunds, and everything in between.
You'll work in Commslayer, our dedicated helpdesk where all channels — email, DMs, comments, live chat — come together in one place.
Our customers are Dutch-speaking, but you don't need to speak Dutch — we use AI translation tools for customer communication. What you do need is experience working for Netherlands-based e-commerce stores. You should know how Dutch shipping works — tracking packages via PostNL, DHL, DPD, and knowing what to do when something gets stuck at a parcel point.
This isn't a role where we'll teach you what customer service is. We have a comprehensive SOP with templates, workflows, and escalation procedures ready for you. What we need is someone who's done this before for other e-commerce brands and can hit the ground running.
You'll work independently from day one. We'll onboard you on our brand, products, and processes — but we're not looking to train someone from scratch on how Shopify works or how to handle a refund request.
What You'll Do
Your day starts by opening the helpdesk and working through tickets by priority. Here's what a typical workday looks like:
- Process customer email tickets — shipping questions, product inquiries, order issues, complaints
- Handle social media DMs and public comments on Instagram and Facebook through the helpdesk
- Look up orders in Shopify — verify status, check tracking, confirm fulfillment
- Prioritize tickets: Priority → Irritation → Escalation → Shipping → Orders → Refunds → Product
- Use saved replies and macros for consistent, brand-safe communication
- Handle refund requests using our retention-first process — we always try alternatives before processing refunds
- Manage product-related concerns including skin irritation reports (following strict safety protocols)
- Escalate complex cases to management via ClickUp with proper documentation
- End-of-day handover: clear priority queue, update ClickUp, summarize open items
Your Toolkit
These are the tools you'll work in every day. If you've used them before — even better.
Commslayer
Our helpdesk — email, DMs, comments, live chat, all in one place.
Shopify
Order lookup, tracking, fulfillment status. You need to know your way around.
ClickUp
Internal escalations, task management, shift handovers.
What We're Looking For
Must-Haves
- Previous customer service experience for an e-commerce brand — this is non-negotiable
- Comfortable working in Shopify — you know how to look up orders, check fulfillment, read tracking info
- Experience working for Netherlands or Belgium-based e-commerce stores — you know how PostNL, DHL, and DPD tracking works
- Good written English — for internal communication and customer-facing messages (we use AI translation for Dutch)
- Experience with a helpdesk tool: Commslayer
- Ability to work independently — you manage your own queue without being micromanaged
- Empathetic, calm communication style — our audience is women 50+ who value warmth and clarity
- Reliable and responsive — you stick to agreed hours and don't leave tickets hanging
- Comfortable following SOPs and using templates — we have detailed processes for a reason
Bonus Points
- Background in skincare, beauty, or health e-commerce
- Familiar with handling social media comments and DMs through a helpdesk
- Experience with refund management and de-escalation techniques
- ClickUp experience for project management and escalations
- Understanding of the 50+ female demographic — their concerns, communication style, and expectations
This Role Is Probably Not For You If…
- You've never done customer service for an online shop before
- You need extensive training on how Shopify or helpdesk tools work
- You prefer to write your own responses rather than follow templates and SOPs
- You struggle with prioritizing multiple tickets under time pressure
- You have no experience with European (specifically Dutch/Belgian) e-commerce logistics
- You tend to offer refunds as a first solution — we prioritize retention
- You're looking for full-time hours right away — this starts as part-time
What You Get
Work from wherever you are. No commute, no office politics. Just you, your laptop, and happy customers.
No guessing. We have detailed procedures, saved replies, and escalation workflows ready for you.
You'll receive our SkinFuse® kit so you know exactly what you're supporting. Product knowledge from experience.
Start part-time. As the brand grows, so does your role. We reward people who take ownership.
You're not ticket #4,782. You're a key part of a growing brand where your work directly impacts customer retention.
We'll agree on a schedule that works for both sides. What matters is that tickets are handled, not when you clock in.
Ready to Join Adelira?
Tell us about your experience, which tools you've worked with, and why you'd be a great fit.
No formal CV needed — just be honest and specific.
Apply Now →Applications are reviewed personally by our team. We respond to everyone.