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Marketplace Service Associate

2 months ago

New Castle, Delaware, United States Pconline365 Full time

Position: Customer Service Assistant

Location: Newark, Delaware, United States

Job Overview

The Customer Service Assistant plays a vital role in the dynamic field of e-commerce. At PConline365, we are dedicated to providing outstanding customer support to our valued clients across various online platforms. This role will directly report to the Marketplace Account Operations Manager and will assist the department by addressing customer inquiries, feedback, and reviews, as well as contributing to marketplace-related initiatives. Following our comprehensive training program, the Customer Service Assistant will be equipped with the necessary skills and confidence to represent our organization effectively. This position requires a commitment of at least 40 hours per week, distributed over 5 to 6 days. You will become part of our expanding team focused on delivering marketplace assistance, facilitating diverse communication, and engaging in research and learning activities. The compensation includes a base salary of $/month along with a monthly bonus potential of 0-10%.

Key Responsibilities

Responsibilities include, but are not limited to:

  • Providing Marketplace Support: Engage with customers regarding pre-sale and post-sale inquiries.
  • Utilize established guidelines, creativity, and independent judgment to respond to customer questions.
  • Monitor customer feedback, address inquiries, and collaborate with customers to manage comments, ensuring our excellent ratings across all platforms.
  • Employ the ERP system to process customer orders efficiently.
  • Maintain accurate customer service documentation and records in the database.

Facilitating Effective Communication:

  • Deliver exceptional service and prompt resolutions to enhance customer satisfaction.
  • Work collaboratively with various departments to resolve customer concerns.
  • Utilize critical thinking to analyze customer issues and develop appropriate action plans.

Engaging in Research and Learning:

  • Proactively stay informed about updates and changes in marketplace policies to broaden our knowledge base for customer inquiries.
  • Manage complex cases requiring analysis and classification to determine suitable resolutions for customers.
  • Continuously research and remain updated on marketplace policies and procedures.

Qualifications and Skills

A High School Diploma, GED, or higher is required.

Proficiency in Microsoft Office or Google Workplace is essential.

Fluency in English is mandatory; working knowledge of Mandarin Chinese is advantageous.

The ideal candidate thrives in a fast-paced environment and is committed to responsiveness.

Preferred skills include strong coordination, excellent oral and written communication, problem-solving abilities, resilience, and critical thinking.

Advanced troubleshooting skills and prior experience in customer service are also preferred.