Job Description : Marketplace - Customer Service Agent - Remote

Company Overview :

At Newparts Inc., we take pride in offering high-quality car parts to our customers across the United States. As a leading e-commerce platform, we specialize in car parts for Asian, American, and European vehicles. With our dedication to customer satisfaction and a wide range of reliable automotive components, we are growing rapidly. We are looking for a Sr. Executive/Assistant Manager - SEO who can take charge of our online visibility and help us reach new heights.

Desired Skills and Experience :

Education : Bachelor in Engineering

Key Duties and Responsibilities :

- One plus year of customer service experience is preferred, ideally in e-commerce or automotive industries.

- Manage day-to-day customer requests through a shared mailbox and member support across multiple channels (SMS, phone, emails).

- Ensuring customer satisfaction by handling complaints and inquiries

- Conducting product sales

- Processing returns and related requests

- Identifying and assessing customers' needs to achieve satisfaction

- Handling customer complaints, providing appropriate solutions and alternatives within time - limits, and following up to ensure resolution

- Keeping records of customer interactions, comments, and complaints

- Providing feedback to management regarding customer issues, concerns, and emerging trends

- Adhering to communication procedures, guidelines, and policies

- Following company procedures, guidelines, and policies

- Collaborating with a team of Customer Service Representatives and other departments to find appropriate solutions to problems

- Developing and documenting knowledge into useful content

- Continuously enhancing knowledge of products and services

- Achieving or surpassing performance targets

- Engaging in training and development programs to enhance Customer Service skills and knowledge.

Requirements and Skills :

- Demonstrated experience in Customer Service

- Automotive experience

- Technical or engineering experience

- Proficiency in English

- Strong analytical and problem-solving abilities to diagnose problems and propose effective solutions

- Capability to multitask, prioritize tasks, and manage time efficiently

- Consistently maintain a positive, empathetic, and professional demeanor with customers

- Customer-centered approach with adaptability to various customer personalities

- Teamwork skills for working with team members and other departments

- Ability to work remotely in shifts aligned with the market operational hours

- Digital literacy

- Willingness to achieve goals and self-improvement

- Capability to perform effectively under pressure