Position Description

Position Title: Customer-Service OfficerReports To: Ultimate SupervisorDirect Reports: Investigation supervisor

Immediate Supervisor

Responses to customer inquiries via email or telephone and make sure that any problems they are experiencing about their orders are resolved for sale promotion and customer satisfaction. Customer services officers are required to perform all other duties as assigned by the supervisor for meeting the organization needs. The officers shall report all important customers’ concern to their ultimate supervisor for effective and prompt resolution of the customer matters in professional manners as required by the company guidance.

1. Receives customers' requests by telephone or mail, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.

2. Responding politely and courteously to the buckets of customer inquiries via email or telephone and making sure that any problems they have is resolved.

3. Researches the half.com site to dig for the solution of customers’ inquiries.

4. Obtains and examines all relevant information to assess validity of complaints and to determine possible remedy.

5. Analyzes transactions, corrects records, and adjusts errors.

6. Handles high volume of email 60-100 per day and dozens of phone call a day.

7. Reports serious complaints to the supervisor for guidance and assistance.

8. Coordinates with supervisor in handling important client complaints.

9. Refers unresolved customer grievances to designated departments for further investigation.

10. Plays a crucial role between customer and half.com website.

11. Identifies the fraudulent refund complaints of customers and reporting to concerned department.

Position Summary

Essential duties & Responsibilities

12. Passes information between customer and buyer, answers question, and resolves client disputes.

13. Resolves customers' service refund complaints by performing activities by charging seller and conducting refund transaction.

14. Forwards the customer's needs to seller and forwards their reply to the customers.

15. Constantly updates the knowledge of company policies, procedure and website for efficiently resolving customers' problems and complaints.

Responsible for contributing to the development and execution of the annual marketing plan which includes customer service area goals.

1. 2 year college, associate degree or equivalent.

2. No college degree, High school Diploma with 1 year experience of customer services in handling customer services complaints or inquiries.

3. Pleasant telephone voice/manner.

4. Good communication, problem-solving, listening and intrapersonal skills.

5. Ability to type effectively and efficiently.

6. Ability to deal patiently with customer problems and complaints and ability to remain courteous and polite when faced with difficult or angry people.

7. Ability to work independently with time constraints.

8. Ability to work with computer throughout the shift.

9. Basic to intermediate computer knowledge.

10. Pass the requirement for background check and drug test.

Financial Responsibilities

Qualifications