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E-commerce Customer Care Representative

2 months ago

New Castle, Delaware, United States Pconline365 Full time

Position: Customer Service Associate

Location: Newark, Delaware, United States

Job Overview:

The Customer Service Associate 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 report to the Account Operations Manager and assist the department by addressing customer inquiries, feedback, and reviews, while also contributing to marketplace-related initiatives. After completing our comprehensive training program, the Customer Service Associate 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 be part of our expanding team responsible for delivering marketplace assistance, facilitating diverse communication, and engaging in research and development. The base salary for this role is $4000 per month, with the potential for a monthly bonus ranging from 0% to 10%.

Key Responsibilities:

Responsibilities include, but are not limited to:

  • Providing Marketplace Assistance: Interact with customers by delivering prompt, accurate, and courteous responses to inquiries regarding our products and services.
  • Engaging with Customers: Address pre-sale and post-sale inquiries related to product compatibility, order status, and return merchandise authorization through various marketplace channels.
  • Decision Making: Utilize established guidelines, creativity, and independent judgment to achieve objectives and resolve issues.
  • Customer Feedback Monitoring: Manage customer feedback, respond to inquiries, and maintain our excellent ratings across all platforms.
  • Order Processing: Use the ERP system to manage incoming orders, generate shipping labels, and ensure daily order completion.
  • Documentation Management: Verify and maintain customer service records using a customer service contact database and related applications.

Facilitating Effective Communication:

  • Deliver exceptional service to customers and ensure prompt resolution of issues to achieve customer satisfaction.
  • Summarize common customer inquiries and oversee the Customer Service User Manual.
  • Assist customers with repair or return requests, gathering necessary information for the customer service database.
  • Collaborate with internal teams to resolve customer issues.
  • Conduct thorough research and communicate with the Marketplace Support Team to identify solutions.
  • Employ critical thinking to address customer concerns and present actionable plans.

Research and Continuous Learning:

  • Stay informed about updates and changes in marketplace policies to enhance customer service knowledge.
  • Manage special cases requiring analysis to determine appropriate reimbursements and customer feedback.
  • Engage in ongoing research to remain current with marketplace procedures.

Qualifications:

  • A Bachelor's Degree or higher in any field is preferred.
  • Proficiency in Microsoft Office or Google Workplace is required.
  • Fluency in English is essential; knowledge of Mandarin Chinese is a plus.
  • The ideal candidate thrives in a fast-paced environment and is committed to responsiveness.
  • Ability to maintain professionalism in challenging customer interactions.
  • Strong skills in coordination, communication, problem-solving, resilience, and critical thinking are preferred.
  • Previous experience in customer service is advantageous.
  • Basic understanding of electronic products is preferred.
  • Overtime may be required to ensure timely pre-sale and post-sale services.