Job Purpose: 

The E-Commerce Client Services Associate will be responsible for both order management and providing online customer service support - highly personalized, efficient and confident/discrete, and be an excellent ambassador for servicing the Pedder Group Mono-brand accounts. To demonstrate passion for the brands and products, providing expertise knowledge of the products and high level of customer service, shaping the journey to transform the customer experience into being best in class.

Key Accountabilities:

• Communicate via phone and email with prospects assisting and guiding customers through the evaluation and selection
• Positively respond to all queries from clients to identify sales and communication opportunities, and maintain all related data
• Provide proactive pre-sales support for all channel and sales activities including enablement, needs analysis, data review, product demonstrations and other general sales support, complying with our customer privacy or data security requirement policies
• Work with challenging customers in a professional and timely manner, resolving escalated customer complaints interactively and flexibly, and adhere to company processes and procedures
• Handle “pre-sale” and “post-sale” related order issues, e.g.  address translations, order cancellations/changes, order status, exchanges, claims, complaints, fulfillment discrepancies, special requests, etc.
• Liaise with stores and warehouse fulfillment team to ensure timely order processing and resolve customer queries / issues
• Liaise with brand merchandising and marketing team on resolving issues on site content and communicating information or feedback from customers related to merchandising and marketing to the team
• Be able to utilize detailed product knowledge with listening and questioning skills, in order to provide customers with informed advice and drive increased sales through ‘guided selling’ and identifying cross-sell opportunities
• Responsible for investigating possible illegal and fraudulent activities, analyze, evaluate and review fraud risk for all orders for processing in order to validate the purchase
• Making use of your empathy and intuition to anticipate and understand customers’ needs, persevering with and resolving any service or product related issues, with specialist understanding of post-sales customer care
• Provide support to line manager on reporting on site KPIs such as traffic / conversion / transaction value / marketing result etc.
• Support store training on E-commerce fulfillment flow if necessary
• Review the T&C for our website
• Carry out any additional duties as directed by the management team

Requirements:

• Excellent verbal and written skills in Chinese (Cantonese / Mandarin) and English (Native preferred)
• Ideally 1 years’ experience in Customer Service and Luxury brand industry or have a fashion related degree or qualification with a natural flair for dealing with customers
• Strong multi-tasking and computer (Internet / Excel) skills with experience with dealing with customers using multi communication channels
• Experience in actively contributing to increase sales through anticipating, understanding and addressing customer needs
• Service-oriented approach; focused on achieving positive customer outcomes
• Strong sense of responsibility and detail minded

A competitive remuneration package with career advancement opportunity will be offered to the right candidate. If you desire an exciting and rewarding career, please send your cover letter and full resume with expected salary via "Apply Now"

All information provided will be treated in strict confidence and used for recruitment purposes only.