Customer Service and Support Officer will be in charge of all post sales demands on products and service, responsible to deliver a seamless experience to our existing customers. The main goal of this position is to provide a high standard service in all channel available for our partners (e.g. Chat, email, Phone, face to face appointment, forum and Social Media). Additionally, the Customer Service officer will have the responsibility to escalate any un-working process, in order to reduce customer effort at each stage of his buying process.

This position will report directly to the customer service and support manager, and will interact with the Customer experience manager and the retails manager.

Position responsibilities:

• Support any demands from customer which can happen through all existing channel available. This means also to offer customer a perfect and adapted way to use his product, solve issue the customer may face, or provide an efficient and premium after sales service or recall company policies when it comes to after sales services

• This role involves pre sales activity associated with potential customer, to educate customer on the product usage before buying the product, or orient the customer to the right team in case of needs

• Few times a customer’s visit can be the solution to any customer issue, the candidate needs to consider this is a part of the day to day job in case of needs

• Retain program is one of the day to day action this position has to deliver, this has to pass through a strong and efficient service after sales (e.g. customize customer set up accordingly to his wish and way he wants to use his product, providing tips during any discussion with customer, oriented the customer to the best solution he is looking for)

• Identify and escalate to the retails manager or customer experience manager and the customer service & support manager any improvement required on process, tools and specific situation that is negative for end-user experience

• Being the internal voice of customer and provide insight on end-user feedback about product, service, sales experience and offer related to our Devialet brand

• Some additional tasks will be defined based on the business requirement

Position requirement:

• Problem solver, autonomous, can face stressful situation, empathetic but able to recall company values

• Presentation skills, organized and excellent written/verbal communication and interpersonal skills

• Flexibility, can easily sit in a very fast paced environment.

• Understand the emergency required when dealing with customer’s demands, ability to translate this into KPI or actions.

• State of mind highly oriented on process improvement and quality of service.

• At least 3 years’ experience in customer service, or after-sales job, luxury industry is preferred

• Cantonese, Mandarin and English are mandatory

• Shift Duty is required (0900hrs-1800hrs or 1000hrs-1900hrs)