Role Mission

The eCommerce Client Services and Operations Associate is accountable for providing the highest level of client care. This individual will handle all aspects of order management with a focus on providing sales and customer service to clients via phone, email, chat and social media. He/she will also be responsible for delivering white glove services to Hong Kong eCommerce Customers.  The ideal candidate will have an ease of conversation building relationships and connecting with others, as well as an analytical mindset, and the capability to measure progress against customer satisfaction KPIs. The client service team is an in-house diminutive call center and the team works together closely therefore collaboration is a key part of the team's success.

Key Accountabilities

Customer Experience

• Maximize online sales and repeat customers through phone/email communication
• Help facilitate sales as an online shopper by interacting with online clients via email to answer product requests/questions
• Manage white glove services, established exclusively for Hong Kong eCommerce
• Answer product related and general inquiries
• Provide exceptional online customer service support
• Keep current with product information and assemble client feedback on quality, fit and packaging
• Attend all product training seminars and visits to DOS to keep current with fashion/fit/selection

Call Center Operations and Quality Monitoring

• Identify opportunities, seek new initiatives and participate in the development of functional enhancements in order to increase sales.
• Manage verification of orders for fraud and ensure timely fulfillment
• Resolve order-related issues by liaising between client and internal/external groups (warehouse/courier/repairs)
• Initiate and follow-up with charge sends
• Support QA and share product and website related client feedback
• Contact clients for credit card declines and ensure daily sales goals are met

Key Requirements

• Cantonese or Mandarin mother tongue
• Fluent in English and either Cantonese or Mandarin (whichever is not the native language)
• Ability to work a shift-based, flexible retail schedule: including evenings, weekends, holidays and key event days
• Luxury eCommerce sales and customer service experience. Client centric mentality
• Deep understanding of the luxury consumers shopping in Hong Kong, their needs and expectations, by cultural affiliation
• A focus on quality and extensive passion for and knowledge of our products
• Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude
• Confident to resolve customer complaints and handle escalated enquiries effectively
• Drives to meet and exceed sales goals and customer expectations
• Ability to build relationships connect with others solve problems and impact and influence others
• Computer proficient (Microsoft Suite) and Internet savvy
• Ability to prioritize and multi-task in a dynamic environment
• Experience with Call Center phone management and contact volume reporting
• Experience with fraud detection and fraud. Knowledge of Cybersource’s Decision Manager is a plus