Customer Service Representative (Job ID: KATBEN1)

IMPORTANT - Watch this quick Loom video on how to get hired:
https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0

• C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.
• PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH 

About the Client:

Our client is a premier chinaware import and wholesale company based in California. As one of the leading chinaware providers in the United States, we serve world-famous cruise lines, upscale restaurants, hotels, casinos, and healthcare facilities. Our products are renowned across the industry for outstanding quality, first-class innovation, cutting-edge design, and exceptional value. 

About the Role:

We are seeking a reliable, customer-focused Virtual Customer Service Representative to join our team. In this role, you will be responsible for delivering exceptional support, managing order entries, and ensuring a seamless experience for our valued business clients.

The ideal candidate possesses a strong problem-solving mindset, exceptional English communication skills, high attention to detail, and the ability to multi-task in a fast-paced environment.

Key Responsibilities

Order Processing & Account Support

• Process daily sales order entries, changes, and returns accurately in accordance with company policies and procedures.
• Provide appropriate information regarding product availability, specifications, pricing, and order status.
• Work closely with the Credit Department to resolve disputed credit items and billing questions.
• Partner with internal sales and management teams to meet customer expectations and remain updated on new products, policies, and services.

Customer Communication & Support

• Handle incoming customer service calls and queries in a warm, professional, and friendly manner.
• Actively listen to customer needs, address concerns with patience, and provide effective solutions.
• Listen to, document, and help resolve conflicts or complex client inquiries promptly.
• Identify and document recurring queries or patterns that may indicate larger product/service issues for management review.

Qualifications & Skills

Experience & Background

• Education: High School Diploma required; Bachelor’s degree is a plus.
• Experience: 3–5 years of customer service experience preferred (prior experience with corporate phone systems is a strong asset).
• Software: Proficiency in Microsoft Office Suite; experience with major ERP systems and 3PL software is highly desirable.

Skills & Competencies

• Language: Fluent English communication skills (written and spoken) are required.
  • Bonus Language Skills: Fluency in Spanish, Cantonese, or Mandarin is an added advantage.
• Exceptional phone etiquette, patience, and composure when handling irate or confused customers.
• Strong organizational, workload management, and multi-tasking abilities.

Work Environment & Technical Requirements

• Work Setup: Must have a reliable desktop computer or laptop capable of handling daily operations.
• Connectivity: A stable, high-speed internet connection with a dedicated, quiet home workspace.
• Schedule: Must be willing to work U.S. Pacific Time (PT) business hours and observe U.S. public holidays. Training and tutorials will be provided upon hire.

Holidays: Follows U.S. Calendar & Public Holidays 

The employee will be expected to follow the company's Employee Handbook and all applicable company policies and procedures.