Customer Service Representative

Newark, Delaware, United States

Job summary:

Are you interested in going above and beyond to solve problems for customers? As a Customer Service Representative at PConline365, you will develop and sharpen your soft skills, including but not limited to verbal and written communication, problem-solving, critical thinking, and resilience. We take a lot of pride in delivering exceptional customer service to our loyal customers in various marketplaces. You will join our growing team responsible for performing routine customer service, leading multifaceted communication, and research and learning. The base salary is $4000/month with a monthly bonus ranging from 0~10%.

Essential duties and responsibilities:

Include but are not limited to

Perform Routine Customer Service

  • Answer inbound customer calls timely in accordance with the company’s goals

  • Address inquiries related to products or order issues mainly through messages and emails

  • Provide timely, accurate, and courteous responses to customers’ concerns and questions about our products and services

  • Collect and analyze customer feedback daily, handle customer complaints, and work with customers to address negative comments

  • Trace and document customer refused packages and support the downstream teams

  • Utilize the ERP system to prepare and filter out upcoming orders, process shipping labels, and ensure all orders are completed within each workday

Lead Multifaceted Communication

  • Classify and summarize common customer posed questions and update Customer Service User Manual regularly

  • Escalate timely and effectively to report extraordinary cases to the Manager and inform the relevant teams to collaboratively resolve the issues

  • Communicate with marketplace Support Team to report solutions after conducting comprehensive research

  • Analyze the reasons that result in customer complaints, and compose and present the appropriate action plans to address the complaints

Research and Learning

  • Proactively learn about updates on marketplace policies to expand customer service common questions

  • Follow up on special cases that require analysis and classification to determine the appropriate reimbursement to the customers

  • Actively research and diligently follow marketplace policies and procedures and keep knowledge up to date

Qualifications and Requirements

  • Bachelor’s degree is required, majors in Communication, Hospitality, English, and Business are preferred, and all other majors are welcome.

  • Previous customer service working experience is preferred.

  • Familiarity with Microsoft Office or Google Workplace is required.

  • Basic knowledge of electronic products is preferred.

  • Proficiency in English is required. Working knowledge of Mandarin Chinese is preferred.

  • Strong coordination, oral and written communication, problem-solving, resilience, and critical thinking skills are 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 hostile customers.

  • As we need to deliver pre-sale and after-sales services within 24 hours, some overtime hours apply for this role.

  • There is a one-month probationary period.