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Customer Service Representative
2 months ago
About the Role:
The Customer Service Associate will be working in a fast-paced and exciting industry of e-commerce. At PConline365, we take pride in delivering exceptional customer service to our loyal customers across our multichannel marketplaces. This position will report directly to the Account Operations Manager and support the department by responding to customer inquiries, feedback, reviews, and assisting with marketplace-related projects.
Key Responsibilities:
- Provide Marketplace Support
- Interact with customers by providing timely, accurate, and courteous responses to customers' concerns and questions about our products and services
- Engage customers with pre and post-sale questions related to compatibility, order status, RMA (Return Merchandise Authorization) Status through marketplace channels
- Use a combination of pre-established guidelines, creativity, and independent judgment to make decisions and to accomplish goals and objectives
- Monitor customer feedback, handle customer inquiries, work with customers to address comments, and uphold our outstanding positive ratings across all marketplaces
- Utilize the ERP system to prepare and filter out incoming orders, process shipping labels, and ensure all orders are completed daily
- Verify and maintain customer service documentation, files, and records using applications such as a customer service contact database, Google Workplace, and related applications
Requirements:
- Bachelor's Degree or higher. All majors are welcome.
- Familiarity with Microsoft Office or Google Workplace is required.
- Proficiency in English is required. Working knowledge of Mandarin Chinese is preferred.
- Our ideal candidate has the ability to strive in a fast-paced environment and commits to being responsive.
- Ability to maintain professional correspondence towards potential difficult and challenging customers.
- Strong coordination, oral and written communication, problem-solving, resilience, and critical thinking skills are preferred.
- Advanced problem-solving/troubleshooting skills are preferred.
- Previous customer service working experience is preferred.
- Basic knowledge of computer electronic products is preferred.
What We Offer:
The base salary is $4000/month with a monthly bonus ranging 0~10%. As we need to deliver pre-sale and after-sales services within 24 hours, some overtime hours apply for this role and will be compensated accordingly.
