For information about how COVID-19 has affected our business operations, click here.

Job Details - Customer Service Representative - Fountain Valley, CA

Department: Customer Service

The Customer Service Representative (CSR) will be responsible for providing customers with information on Kingston and HyperX products and services, resolving product and service issues, and processing product warranty replacements. Assist domestic and international customers with online ordering processes via phone, email, chat and social media, as well as presales inquiries for system upgrades, and basic technical questions regarding Kingston and HyperX products.

In addition to the following Essential Functions, other related duties may be assigned.


Essential Functions:

ESSENTIAL FUNCTIONS:
  • Respond to high-volume inbound phone calls, chats, emails and social media regarding product questions, pricing, availability, and walking customers through the online ordering processes to ensure customer satisfaction and retention.
  • Process and assist internal and external customers returning product(s) for warranty replacements. Determine and collect necessary information for customer service contact database to complete the return process.
  • Process, review and release e-commerce/online orders. Implement fraud prevention steps for online orders. Assist customers with order changes and shipping issues.
  • Verify and maintain customer service documentation, files and records. Utilize a customer relationship management (CRM) database, MS Word and Excel.
  • Utilize a combination of pre-established guidelines, creativity and independent judgement to make decisions and provide solutions. Initiate and maintain communications and follow-through with customers.

REQUIREMENTS:

  • Two to three years of Customer Service experience in a consumer electronics manufacturing company.
  • Computer Gaming Industry experience is highly desired.
  • Knowledgeable of customer service practices, procedures and concepts.
  • Experience with e-commerce platforms for online stores and point of sale systems.
  • Hands-on experience managing a high volume of phone calls, chats and emails.
  • Excellent oral and written communication skills in English. Spanish fluency is a plus.
  • Experience listening and responding to social media inquiries for a PC gaming brand.
  • Basic technical knowledge of computer hardware is desired.
  • Proficient computer and typing skills (Microsoft Windows, Word, Excel).
  • Exceptional listening and problem-solving skills.
  • Knowledge of PC Gaming culture and related peripherals (headsets, keyboards, mice).
  • High School Diploma or higher.

ABILITIES:

  • Must have ability to successfully manage multiple tasks simultaneously.
  • Team player, self-motivated with ability to work under minimal supervision.
  • Ability to make independent accurate and timely decisions.
  • Maximize opportunities to learn about company products, related industry hardware and software products. Take initiative to self-study to acquire new skills or platform enhancements.

SPECIAL REQUIREMENTS:

Must be available for various shift schedules within the hours of 6:00 a.m. to 6:00 p.m.,
Monday - Friday.
Ability to work over-time and weekend hours as requested.

Apply now

Keep in touch! Sign up to our emails for Kingston news and more.