Customer Service Assistant

Newark, Delaware, United States

Job summary

The Customer Service Assistant will be working in a fast-paced and exciting industry of e-commerce. At PCOnline, we take pride in delivering exceptional customer service to our loyal customers across our multichannel marketplaces. This position will report directly to the Marketplace Account Operations Manager and support the department by responding to customer inquiries, feedback, reviews,  and assisting with marketplace-related projects. After completing our company-paid training course, the Customer Service Assistant will have the tools and confidence to represent our company. This position requires at least 40 hours of working time spread out among 5 to 6 days per week. You will join our growing team responsible for providing marketplace support, leading multifaceted communication, and performing research and learning. The base salary is $3500-4000/month with a monthly bonus ranging from 0~10%.

Essential duties and responsibilities

Include but are not limited to

Providing Marketplace Support

  • Engage customers with pre and post-sale questions 

  • Use a combination of pre-established guidelines, creativity, and independent judgment to reply to customer inquiries

  • 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 process customer orders

  • Verify and maintain customer service documentation, files, and record them in the database

Leading Multifaceted Communication

  • Deliver a high level of service, and provide prompt resolution to ensure customer satisfaction

  • Collaborate internally and across multiple departments to resolve customer issues

  • Apply critical thinking and analysis for customer issues, compose and present the appropriate action plans to address the issues

Performing Research and Learning

  • Proactively learn about updates and changes on marketplace policies to expand our repertoire of customer service common questions

  • Manage special cases that require analysis and classification to determine the appropriate resolution for our customers

  • Actively research, diligently follow, and stay current with marketplace policies and procedures

Qualifications and Requirements

  • Bachelor’s degree is required, and all majors are encouraged to apply.

  • 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.

  • 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.

  • We are open to accepting candidates with OPT/CPT. We are open to considering H-1B sponsorship.

  • We offer comprehensive medical insurance options (including vision and dental plans), paid time offs, paid holidays, and relocation bonus for new hires who need to move from other states.