German-Speaking Customer Support VA for Fashion E-Commerce Store (Part-Time)

We are Mira Berlin, a growing online fashion store selling to customers in Germany. We are looking for a reliable, German-speaking customer support assistant to handle our customer communication.

IMPORTANT: You must be able to write fluent, natural German (C1/C2 level). All customer communication is in German. Please do not apply if you cannot write German at a native or near-native level.

YOUR TASKS
- Answer customer emails and chat messages in German (order status, shipping questions, sizing, returns, refunds)
- Check order and tracking status in Shopify and give customers a clear update
- Handle returns and refund requests according to our guidelines
- Monitor and reply to comments and messages on our Facebook and Instagram ads
- Flag problems (lost parcels, angry customers, supplier issues) to the store owner
- Keep a simple daily log of tickets handled

REQUIREMENTS
- Fluent written German (must-have) and good English for internal communication
- Experience with customer support for an online shop (Shopify experience is a plus)
- Friendly, patient and professional writing style
- Reliable internet connection and available to check messages every day, including weekends (short check is fine)
- Able to follow written procedures (SOPs) and templates exactly
- Discreet and trustworthy: you will handle customer data

WHAT WE OFFER
- Long-term, stable part-time position with room to grow into more hours and more responsibility (order processing, store admin)
- Clear templates, SOPs and training videos, so you know exactly what to do
- Direct communication with the owner, quick decisions
- Paid weekly or bi-weekly, on time, every time

HOURS
Around 1-2 hours per day, 7 days a week (approx. 10-15 hours per week) to start. Response times matter more than fixed hours: customer messages should be answered within 12-24 hours.

HOW TO APPLY
To make sure you have read this, please start your application with the word "BERLIN" and include:
1. A short introduction written in English (5-8 sentences) about your customer support experience
2. In German: how you would reply to a customer who asks "Wo ist meine Bestellung? Ich warte schon 10 Tage."
3. Your available hours and your time zone
4. Your expected monthly rate