Job Purpose: 

Support the E-Commerce Team in order management and online customer service support.

Key Accountabilities:

• Positively respond to all queries from customers via phone and email in a professional and timely manner
• Anticipate and understand customers’ needs, resolve any service or product related issues, especially in post-sales customer care
• Provide proactive pre-sales support for all channel and sales activities
• Provide customers with informed advice and drive increased sales through ‘guided selling’ and identifying cross-sell opportunities
• Maintain all related data and provide support to line manager on reporting on site KPIs
• Handle “pre-sale” and “post-sale” related order issues, e.g. 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 feedback from customers
• Validate the purchase by investigating possible illegal and fraudulent activities, evaluating and reviewing the fraud risk for all orders for processing
• Support store training on E-commerce fulfillment flow if necessary
• 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.