Customer Care Coordinator – Hong Kong SAR

Customer Care Coordinator – Hong Kong SAR

The role is supporting the team to maintain a 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. 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


  • Handle and follow up daily customer enquiries for both Instore & Online platforms in a timely and professional manner (including but not limited to product and pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support)
  • Offer exceptional & courteous services to our members and provide support to our regional markets
  • Manage customer complaints effectively and provide the best appropriate solutions to meet both customers’ needs and business objective
  • Liaise with all brand partners for after sales support
  • Maintain good communication with the external warehouse & delivery team to ensure orders are packed well and delivered on time
  • Work closely with E-commerce Team for presale/aftersales issue and provide feedback for better customer experience
  • Liaise with internal teams for online return & exchange procedures
  • Analyse and evaluate customer feedback and provide suggestions to optimise customer experience for both online and offline platform in weekly meetings
  • Provide administrative support e.g. point adjustment, voucher redemption, etc.
  • Support ad-hoc projects as assigned



  • Degree holder in hospitality or a related field, such as business administration, marketing, etc
  • Fresh Graduate are welcome
  • Experience in customer services or hospitality, online retail management experience would be advantageous
  • Customer-oriented mindset with good telephone and written communication manner
  • Highly-proficient in spoken and written English and Chinese (Cantonese & Mandarin)
  • Well-organized, detail-minded, self-motivated, high responsibility
  • Excellent MS Excel, Word and PowerPoint skills essential


  • Flexi hour and work from home arrangement
  • Fitness sponsorship
  • Education Allowance
  • 5 days marriage leave
  • 16 weeks maternity leave
  • 15 days paternity leave
  • Annual leave
  • Birthday Leave
  • Charity leave
  • Staff purchase discount
  • Individual performance bonus
  • Company bonus

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