/ **Customer Service Representative**

** Newark , Delaware , United States**

Job summary:

Essential duties and responsibilities:

Include but are not limited to

Perform Routine Customer Service

* Answer inbound customer calls timely in accordance with the companys 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

* Bachelors 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.