Customer Experience Tier 1 Agent – Part Time

Mercari is a customer-to-customer, mobile marketplace that provides a hassle-free and secure way to buy and sell items from the convenience of your mobile device or tablet. We first launched in Japan in 2013 and quickly rose to be the #1 shopping app. After success in Japan, we opened our first U.S. office in 2014 and more recently expanded into the U.K.

With 35MM downloads in the US, and over 100MM worldwide. Every single day, 100k new listings are posted and we are seeking a Customer Experience Tier 1 Agent to join our growing Portland team.

The Customer Experience:
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Tier 1 Agent is Mercari’s first line of defense in responding to customer inquiries. We’re looking for ambitious, self-driven, customer service all-stars to join our Portland team. The ideal candidate will have a minimum of 1 year experience in a customer service role as a quick problem solver, and isn’t afraid to GO BOLD on a daily basis. We are seeking superstars who can see the grey between the black and white of policy and customer experience and find a solution that works with both.

What​ ​You’ll​ ​Do:
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• Providing friendly, personable, and timely support to our customers via CRM tool and Chat based services.
• Assist in customer orders and account issues including but not limited to cancellations, returns, and shipping issues.
• Collaborate cross-functionally and escalate policy, product and technical issues when appropriate.
• Maintaining a positive attitude in a team oriented environment where we are ALL FOR ONE!

What​ ​You’ll​ ​Need:
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• Associate’s/Bachelor’s Degree or equivalent experience
• 1-2 years related Customer Service experience in a fast paced environment.
• Excellent written and verbal communication skills.
• Minimum typing speed 45 wpm.
• Experience in a contact center including Email, Text, Chat, Social Media.
• Excellent customer service skills while maintaining high quality standards.
• Advanced Google chrome suite skills.
• Advanced knowledge of ZenDesk.
• Proven working knowledge of MS Office.
• Experience buying or selling on Mercari is a must!