Customer Service Associate

Newark, Delaware, United States

Job Summary:

The Customer Service Associate 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 Account Operations Manager and support the department by responding to customer inquiries, feedback, and reviews, and assisting with marketplace-related projects. After completing our company-paid training course, the Customer Service Associate 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 $4000-4500/month.

Essential Duties and Responsibilities:

Include but are not limited to

Providing 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 upholding 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

Leading Multifaceted Communication

  • Respond to customers, deliver a high level of service, and provide prompt resolution to ensure customer satisfaction

  • Classify and summarize common customer posed questions and provide oversight over the Customer Service User Manual

  • Process and assist marketplace customers with repair or return requests. Determine and collect the necessary information for the customer service contact database. The database holds all customer questions, answers to these questions, and a summary of all issues

  • Collaborate internally and across multiple departments to resolve issues

  • Conduct comprehensive research and communicate externally with the Marketplace Support Team to discuss solutions

  • 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 reimbursement and feedback to our customers

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

Qualifications and 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.

  • 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.

  • 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.

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