Customer Service Representative

FullPond; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Fully remote

Paid vacation

Professional growth

Performance incentives

Job summary

FullPond is seeking a Customer Service Specialist to deliver exceptional support across email, chat, and phone. This fully remote role requires clear communication, empathy, and a proactive approach to resolve issues quickly and accurately.

You will handle inquiries, process returns, refunds, exchanges, and order cancellations while collaborating with operations to track shipments and resolve delays. Fluent English and meticulous attention to detail are essential.

Qualifications

• Exceptional English communication skills, both written and verbal (C1 level Minimum).
• Enthusiastic, positive attitude, eager to work with others and solve problems.
• 1+ years of experience in customer support or customer service, preferably in an e-commerce or remote corporate environment.
• Proficiency with customer service software (e.g., Zendesk, Gorgias, Freshdesk, Intercom, or Help Scout).
• Strong problem-solving abilities and emotional intelligence when handling challenging situations or unhappy customers.
• Excellent typing speed and written grammar with strong attention to detail.
• Ability to work independently, prioritize tasks, and manage time effectively in a remote setting.
• Familiarity with CRM platforms and order management systems (e.g., Shopify, NetSuite) is a plus.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, live chat, and phone.
• Resolve product, shipping, order, and billing issues while maintaining high customer satisfaction scores.
• Process returns, refunds, exchanges, and order cancellations according to company policies.
• Collaborate with internal operations and logistics teams to track shipments and resolve order delays.
• Identify recurring customer issues and feedback to help improve internal workflows and product offerings.
• Maintain accurate records of customer interactions and update tickets within the help desk system.

Job description

We're looking for an empathetic, proactive, and detail-oriented Customer Service Specialist to deliver exceptional support to our customers. The ideal candidate thrives in a fast-paced environment, excels at clear and courteous communication, and takes pride in resolving customer inquiries efficiently across multiple channels (email, chat, and phone).

We are always looking for enthusiastic, problem-solving personalities. Fluent English and exceptional teamwork skills are required for all of our positions.

Qualifications

• Exceptional English communication skills, both written and verbal (C1 level Minimum).
• Enthusiastic, positive attitude, eager to work with others and solve problems.
• 1+ years of experience in customer support or customer service, preferably in an e-commerce or remote corporate environment.
• Proficiency with customer service software (e.g., Zendesk, Gorgias, Freshdesk, Intercom, or Help Scout).
• Strong problem-solving abilities and emotional intelligence when handling challenging situations or unhappy customers.
• Excellent typing speed and written grammar with strong attention to detail.
• Ability to work independently, prioritize tasks, and manage time effectively in a remote setting.
• Familiarity with CRM platforms and order management systems (e.g., Shopify, NetSuite) is a plus.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, live chat, and phone.
• Resolve product, shipping, order, and billing issues while maintaining high customer satisfaction scores.
• Process returns, refunds, exchanges, and order cancellations according to company policies.
• Collaborate with internal operations and logistics teams to track shipments and resolve order delays.
• Identify recurring customer issues and feedback to help improve internal workflows and product offerings.
• Maintain accurate records of customer interactions and update tickets within the help desk system.

What We Offer

• Fully remote Position! Work from any place in the world!
• Take your local Holidays: We understand how important it is to take time with your family and loved ones on important days.
• Paid vacation.
• Professional Growth: Opportunities for training and development in a fast-growing company.
• Compensation: Competitive salary and performance-based incentives.

About FullPond

At FullPond, we care about people. We're all about transforming the way businesses discover and collaborate with remote talent. We're passionate about connecting amazing people with great companies. We are always looking for people who are eager to roll up their sleeves, work hard, and create solutions to problems. This energy and attitude is what makes us unique. We believe in transforming lives through meaningful work and opportunities that reward your effort and dedication. Join us to grow professionally, collaborate with global teams, and make an impact-all while working for top-tier companies eager to value your skills and potential.