Customer Care Executive – Hong Kong SAR

Customer Care Executive

The role is supporting marketing team to maintain high level of customer satisfaction by resolving customer related issues; and enhance member loyalty by establishing rapport with the members across APAC market of Hong Kong, Singapore, Taiwan, and China (Q4 2019). Act as the first contact point of OnTheList retail and e-commerce market, to consistently deliver an exceptional customer experience to our global customers during their shopping journey.

Permanent, full time contract
Hong Kong

WHAT WE WILL TRUST YOU WITH

  1. Customer Services
    • To handle & follow up daily customer enquires from instore & online flash sale in a timely and professional manner, including product & pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support
    • Always take ownership of each customer journey, resolving queries and complaints appropriately through accurate and personalized solutions
    • Develop professional customer service guidance and offer support to regional markets
  1. Loyalty Program Support
    • To provide upscale concierge services related to membership mobile application and OnTheList Premium loyalty programs, through member acquisition, tier rewards, member benefits, and all all aspects of the loyalty program
    • To promote & execute OnTheList Premium campaign in order to achieve the aggressive growth of member usage
    • To initiate and actively listen to Premium members’ enquiries
    • Liaise with internal departments, connecting across the business to fulfill customer need
    • Handle administrative work e.g. point adjustment, voucher redemption, etc.
    • To support ad-hoc projects as assigned
  1. Report & Analysis
    • Prepare regular reports to analyze/evaluate members’ feedback and provide guidance to frontline team on enhancing customer experience
    • Perform market intelligence of understand members’ needs, service gap, competitors’ movements, etc.

WHAT IT TAKES

    • Degree holder in hospitality or a related field, such as business administration, marketing, etc
    • Minimum 1 years’ experience in customer services or hospitality, online retail management experience
    • Strong background of customer service experience in related field is essential
    • Customer-oriented mindset with good telephone and written communication manner
    • Highly-proficient in spoken and written English and Chinese (Cantonese & Mandarin)
    • Excellent interpersonal, communication, coordination and problem-solving skills
    • Candidates with strong customer loyalty related experience are preferred
    • Well-organized, detail-minded, self-motivated, high responsibility
    • Excellent MS Excel, Word and PowerPoint skills essential

Apply Online

We are lucky to receive many applications for every position. To increase your chances of standing out, please answer these screening questions:

Fields with (*) are compulsory.