Remote Customer Experience Specialist

FullPond; United States; Remoto; USD 42.000 - 64.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Paid vacation

Professional growth

Performance incentives

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Descrizione del lavoro

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.