Customer Service Specialist

Job Description

Job Title: Customer Service Specialist
Job Type: Full-Time / Onsite / Non-Exempt
Location: City of Industry, CA

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.

Duties and Responsibilities

• Answer customer questions regarding proper use or access to packages or services.
• Properly respond to customer queries in a timely and accurate way via phone and email.
• Handle customer complaints and promptly provide appropriate solutions and alternatives; Follow up to ensure resolution.
• Keep records of customer interactions, transactions, comments, and complaints, then report directly to KA Team.
• Provide feedback on the efficiency of customer service processes.
• Familiarize yourself with our products and services.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Communicate and coordinate with colleagues as necessary.
• Perform other duties as assigned.

Qualifications and Skills

• High School Diploma or GED required. Bachelor's degree preferred.
• Must be bilingual in Mandarin Chinese and English. Cantonese Chinese is a plus.
• Experience as a Customer Service Specialist or similar CS role.
• Familiarity with our industry is a plus.
• Excellent verbal and written communication skills.
• Ability to stay calm and respond appropriately under pressure.
• Possess strong organizational, multitasking, interpersonal and problem-solving skills.
• Detail oriented and able to work in a fast-paced environment.
• Proficient in MS Office applications.

Job Type: Full-time

Pay: $18.00 - $22.00 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

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Language:

• Mandarin (Required)

Ability to Commute:

• City Of Industry, CA 91748 (Required)

Ability to Relocate:

• City Of Industry, CA 91748: Relocate before starting work (Required)

Work Location: In person

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