Customer Service Assistant (Entry Level)

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Job Title: Customer Service Assistant (Entry Level) Job Type: Full-Time / Onsite / Non-Exempt Location: City of Industry, CA Salary: $17 - $18 per hour

ECMS Express is a technology-enabled international courier company that offers end-to-end delivery. Founded in 2013, our corporate goal has been to help our global clients simplify their cross-border deliveries with a stable end-to-end and cost-effective solution. We are present today in the USA, Europe, China, Korea, Japan, Hong Kong, and Southeast Asia. Over the years, we have developed market relevant B2C capabilities special thanks to our partnership with a couple of the world's leading eCommerce platforms. Given this know-how, it is our aim to empower Small & Medium Enterprise (SME) clients in the B2B market with B2C delivery experience and market competitive rates .

If you are looking to start your career at a growing global company, it's time for you to join us!

Duties and Responsibilities

• Customer Interactions - Respond promptly to customer inquiries via phone and email, in a friendly and professional manner. Assist customers in tracking shipments, modifying shipments, and processing returns.
• Issue Resolution - Identify and assess customer needs to achieve prompt resolution of issues. Collaborate with other departments to address and solve complex problems. Escalate issues to higher levels of support as needed and follow through to ensure resolution.
• Documentation and Record Keeping - Maintain accurate and detailed customer records in the database. Document customer interactions, issues, and resolutions for reference and continuous improvement.
• Product Knowledge - Stay informed about service features, specifications, and updates to provide customers with relevant and up-to-date information.
• Customer Feedback - Gather and analyze customer feedback to identify areas for improvement. Share feedback with the relevant teams to contribute to the enhancement of products and services.
• Communication - Communicate proactively with customers regarding order status, delays, or any other relevant information.
• Team Collaboration - Collaborate with other customer service team members to ensure a consistent and positive customer experience. Share insights and best practices with the team to enhance overall efficiency.
• Perform other duties as assigned.

Qualifications and Skills

• High School Diploma or GED required. Additional education or relevant training is a plus.
• Must be fluent in both English and Chinese.
• Experience in customer service or related role is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in using customer service software and other relevant tools is a plus.
• Positive attitude and a willingness to learn and adapt.
• Microsoft Office Knowledge - Outlook, Excel, and Word

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)

Language:

• Mandarin Chinese (Required)

Ability to Commute:

• City Of Industry, CA 91748 (Required)

Work Location: In person