Customer Service Specialist – Remote, Long-Term

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: TYPE OF WORK

Any

: SALARY

$3.50/hr

: HOURS PER WEEK

20

: DATE UPDATED

Aug 24, 2026

JOB OVERVIEW

Fornello is a fast-growing European e-commerce brand built around premium kitchen appliances — our Supremo and Essenza bread makers are the stars of the show, alongside multicookers, food dehydrators, food slicers, french-fry cutters, and more. We ship thousands of orders every month across the Netherlands, Belgium, and beyond — through our own webshop and marketplaces like ---------- .

We're looking for a Customer Service Specialist to become the true voice of Fornello for our customers — someone who picks up the phone (figuratively speaking) and actually knows what they're talking about.

This is not a chatbot job. We're not after someone who copy-pastes AI answers — we want a real person who understands the details of our products, and makes every customer feel like they're talking to a genuine expert.

What You'll Be Doing
✓ Own the inbox. Handle customer tickets in Zoho Desk — clear, warm, correct answers across email, ---------- and WhatsApp.
✓ Run returns start to finish. Create return labels, track them, update statuses, and coordinate with ---------- , our webshop and carriers.
✓ Chase down shipping issues. Lost packages, delayed deliveries, missing parts — you follow through until it's resolved.
✓ Answer real product questions. About 70% of your day is things like “Where's my order?”, “How do I return this?”, “A part is missing”, “How does the warranty work?”, “How do I set this up?”. The other 30% is baking-specific — bread that won't rise, which program to use, recipe help — and we'll train you with our full playbook for that.
✓ Think one level up. Spot patterns in customer questions, flag recurring product issues, and help us keep improving the product and the service.

What We're Looking For
• Precise and detail-oriented — you'd rather double-check than send a sloppy answer.
• Self-driven — you'd rather figure it out (and occasionally get it wrong) than ask us 100 questions a day. We give you room to grow.
• A genuine product nerd — you'll read our manuals, our playbook and our product pages until you know them cold. If you only lean on AI and never truly learn the product, this isn't the role for you.
• Reliable and available daily with fluent, natural English. Dutch is a big plus, not required.
• Bonus points if you've got e-commerce experience, or have worked with Zoho, Gorgias, Zendesk, ---------- or Amazon.

What We Offer
➡ $3.50/hour to start, plus a 3-month Milestone Bonus once you've settled in.
➡ Monthly performance bonus on top of your base rate — great work gets rewarded.
➡ Room to grow into a full-time role, or stay part-time long-term — whichever fits your life.
➡ Flexible working hours, within two key daily windows: mornings before 08:30 CET and afternoons before 14:30 CET (our warehouse cut-off). Every customer gets a reply within 12–24 hours, 7 days a week — roughly 2–4 hours of work a day, at times that work for you. Need a day or a weekend off occasionally? Just give us a heads-up in advance.
➡ Remote, freelance — work from wherever you are.

How to Apply
Send an email to ----------
Subject line: Application: Customer Service – [Your Name] – LEMON

Include:
• A short intro about yourself and why this role fits you.
• Your experience with customer service and/or e-commerce (tools you've used).
• Your current work situation and how many hours/week you can commit.
• A scenario answer: A customer emails that their bread maker “makes bread that comes out dense and doesn't rise.” How do you reply? Show us your tone and how you'd handle it — a real human answer, not a copy-pasted AI one.

One last thing: to show us you read this all the way through, add the LEMON emoji to your subject line, exactly as shown above. No LEMON, no reply. We read carefully — and we want people who do too.

SKILL REQUIREMENT

Shopify Customer Service

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Customer Service Specialist – Remote, Long-Term

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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