About the role
Please note that this position is currently only accepting applicants who are located in Melbourne, if you are located outside of this city please keep an eye on our Careers Page for future postings!
We are looking for Bilingual Customer Service Specialists to help our ever-growing diverse merchant (users of Shopify) base. Our merchants have amazing stories filled with highs and lows, frustrations, and triumphs. It is in these moments and many in between that you would make an impact.
Being a Bilingual Customer Service Specialist (Support Advisor) at Shopify is a rewarding and challenging opportunity to make an impact while supporting our merchants. Your responsibility will be to provide high-quality customer service over email. Phones and live chats may also be a feature of the role in the future. Within a supportive environment you will work to listen, support, problem-solve and explore growth opportunities with Shopify merchants. As part of that growth, you’ll be there to connect merchants with potential new features or plans to ensure they get the most out of the Shopify platform.
Following 4 weeks of paid training you will transition into your new team and with the support from a tenured team member, start digging into merchant emails! Shifts are 8 hours in length and are on a rotating schedule that includes a combination of weekdays, weekends and holidays. This is a permanent full-time role (40 hours a week), with no part-time options offered. We offer paid holidays, paid sick days, and a comprehensive compensation package with health benefits and other perks.
If you’re up for the challenge and enjoy working in an inclusive, human-centered, fast-paced high-pressure environment, we encourage you to apply and take part in our hiring process!
We aim to provide you with as much information as possible about the role early in the process so that you know what to expect throughout, and more details will be provided should you be selected to move forward.
Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined, we want to hear from you!
- Adhere to a daily schedule, working through emails - with phone and live chats being a future possibility.
- Ensure quick response time and answer tickets within the same day.
- Act as a business coach and think about the merchant’s business holistically when offering solutions.
- Complete essential follow-up documentation after each interaction.
- Engage in human conversations with merchants to identify and resolve issues through coaching.
- Ensure privacy and security practices are followed at all times for both merchants and Shopify.
- Offer needs-based solutions, not pushy sales.
- Advocate for merchants and the Shopify platform by communicating with stakeholders.
- Own your own development through reviewing past interactions and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
- Live and have legal authorization to work in Australia.
Be bilingual in role language (Mandarin / Simplified Chinese) as well as English, able to provide verbal and written support in both languages.
Have an appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
Be prepared and available to work full-time hours on a rotating schedule (including weekends and holidays).
Thrive in a fast-paced, high-volume environment.
Display a proven track record of being incredibly resourceful, and able to find solutions even when there is no clear path.
Be proficient with technology and typing skills.
Have strong reading, writing and communication skills.
Have a willingness to learn all about entrepreneurship.
Care deeply about supporting people and enjoy having genuine human conversations.
Possess a high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Be committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both merchants and Shopify.
A background or interest in business, marketing, retail, or sales.
Ran or had exposure to running a business or being an entrepreneur.
Call-centre, customer service, and/or retail experience.
At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2020 Sustainability Report to learn more about Shopify's commitments.
Please note that if you haven’t heard from us within 4 weeks, we recommend checking your junk folder and whitelisting “Shopify” as, at times, our emails have ended up in junk folders.
Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is 'this close' to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
This posting will close when we reach our capacity for number of applicants.