E-commerce Customer Service Specialist – Shopify & Gorgias | Bangkok, On-site

• Full-time · Bangkok, Thailand · More than 3 years of relevant experience required
• DERYAN is a fast-growing international baby and children’s brand. We are looking for an experienced e-commerce customer service professional who wants to join our Bangkok team for the long term, take ownership and help us grow.
• This is not an entry-level position. If you do not have proven experience in e-commerce customer service and hands-on experience with Shopify, there is no point in applying. More than three years of relevant experience, practical experience with both Shopify and Gorgias, and excellent English are mandatory.
• Mandatory requirements
• Please apply only if you meet all of the following requirements:
• More than 3 years of hands-on customer service experience within an e-commerce company or online store. General customer service experience outside e-commerce is not sufficient.
• Proven daily experience working with Shopify, including managing orders, refunds, cancellations, customer information and order-related issues.
• Proven practical experience with Gorgias, including managing tickets, customer history, macros, tags, internal notes and follow-ups.
• Strong understanding of the complete e-commerce customer-service process, from the first customer contact through investigation, resolution and follow-up.
• Excellent spoken and written English. You must be able to handle customer calls confidently and write clear, natural and empathetic responses.
• Ability to work independently, prioritise cases and take full ownership of customer issues until they are resolved.
• Experience handling delivery problems, missing parcels, returns, refunds, cancellations, damaged products and warranty cases.
• Legal authorisation to work in Thailand.
• Availability to work full-time from our Bangkok office.
• Applications from candidates without real, hands-on experience in e-commerce customer service and Shopify will not be considered. Experience with only general customer service, retail, hospitality or office administration is not enough.
• Office location — attendance required
• 157 Phet Kasem Road
• 1st Floor, Siriloet Building
• Nong Khang Phlu Subdistrict
• Nong Khaem District
• Bangkok 10160, Thailand
• This is a fully on-site position. Remote and hybrid working are not available. Please check the location and your daily commute before applying. If you cannot work from this office, please do not apply.
• Your responsibilities
• Support international customers through email, live chat and telephone.
• Independently manage customer cases from the first message until final resolution.
• Handle order enquiries, delivery delays, missing parcels, returns, refunds, cancellations, damaged products and warranty cases.
• Use Shopify and Gorgias every day to investigate issues, take the correct action and maintain accurate customer records.
• Check order details, shipment information, customer history and previous communication before responding.
• Follow up proactively and keep customers informed until their issue has been fully resolved.
• Escalate complex cases when necessary and ensure that no customer case is left unresolved.
• Coordinate with customer service, e-commerce, warehouse and logistics teams.
• Identify recurring problems and suggest practical improvements to processes, templates, macros and the overall customer experience.
• Work towards strong response times, resolution times, accuracy and customer satisfaction.
• We sell products for babies and families. Our customers expect patience, clarity and genuine help. You must be able to communicate professionally, show empathy and find practical solutions instead of simply sending standard replies.
• Working hours
• You must be available Monday through Saturday for assigned shifts aligned with Dutch customer-service hours.
• Shifts may include Dutch evening hours, which can mean late-night work in Bangkok. Flexibility around this schedule is essential. Customer-service coverage is not required between 00:00 and 05:00 Dutch time; individual shifts will be agreed within the service schedule.
• A long-term opportunity
• We are looking for someone who wants to become a reliable, long-term member of DERYAN—not someone looking for a short-term position.
• You will have the opportunity to contribute ideas, improve processes, take on responsibility and grow alongside our international team. We value people who are dependable, proactive, accurate and willing to take ownership.
• How to apply
• Apply through LinkedIn with your CV and a short introduction confirming:
• Your total number of years of e-commerce customer service experience.
• The type of online stores or e-commerce companies you have worked for.
• Your specific hands-on experience with Shopify.
• Your specific hands-on experience with Gorgias.
• Which customer-service tasks you handled independently.
• Your ability to work from our Bangkok office and follow the required shift schedule.
• Your expected gross monthly salary in

Thb

• Your earliest possible starting date.
• Please do not apply if you do not have real experience with e-commerce customer service and Shopify. Candidates who do not clearly demonstrate this experience will not be invited to the next stage.
• Be prepared to demonstrate your Shopify and Gorgias knowledge, your problem-solving ability and your spoken and written English during the selection process.
• We look forward to meeting someone who already understands e-commerce customer service, knows how to work with Shopify and Gorgias, and is ready to take real responsibility for our customers and help us build DERYAN’s next chapter.