Job Description

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.

The Role

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.

Ideal Profile

• Education : Bachelor in Engineering 

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

What's on Offer?

• Attractive Salary & Benefits
• Opportunity within a company with a solid track record of performance
• Flexible working options

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