Customer Care Officer
Vetopia Limited
- Company Industries：Trading and Distribution
Job Information
- Post Date：2022-05-27
- Career Level：Entry Level
- Location：Quarry Bay
- Yr(s) of Exp：2 years
- Qualification：Non-Degree Tertiary
- Employment Type：Full Time, Permanent
- Job Function：Sales CS & Business Devpt Customer Service - Supervisor / Officer
- Benefits：Medical insurance, Performance bonus, Five-day work week
Job Description
Vetopia (www.vetopia.com.hk), Hong Kong’s most successful veterinary-backed pet supplies e-commerce platform is looking for someone with a special talent in customer service, communication, and of course a love for animals; to join our growth journey and to consistently deliver an outstanding customer experience for pet parents and consumers.
You will be interacting with our valued customers when they have questions or issues, and responding to them in a timely and helpful manner. From handling general order inquiries to resolving disputes, you will play an integral role in ensuring that every customer is satisfied and their feedback is heard.
You will collaborate closely with our fulfilment, tech, product, and marketing teams to advance our product and service offering. You report directly to our Operations Manager and will be challenged, both creatively and analytically. Your career with be fuelled by a company in rapid growth, surrounded by like-minded people.
If this sounds like you, we'd love to discuss further.
Responsibilities:
You will be interacting with our valued customers when they have questions or issues, and responding to them in a timely and helpful manner. From handling general order inquiries to resolving disputes, you will play an integral role in ensuring that every customer is satisfied and their feedback is heard.
You will collaborate closely with our fulfilment, tech, product, and marketing teams to advance our product and service offering. You report directly to our Operations Manager and will be challenged, both creatively and analytically. Your career with be fuelled by a company in rapid growth, surrounded by like-minded people.
If this sounds like you, we'd love to discuss further.
Responsibilities:
- Respond to customer inquiries in a timely and friendly manner across various channels (via phone, live chat, WhatsApp, email, social media etc.)
- Give appropriate recommendations or advice to customers based on their questions and needs
- Manage one-off and recurring orders and payments via Shopify and/or WhatsApp
- Gather feedback from users/customers and discuss weekly with supervisor(s) to prioritize improvements and resolutions
- Report technical issues to the tech team and/or software vendors as needed
- Work closely with the fulfilment team to forecast demand and minimize stock-out issues
- Work closely with our affiliate veterinary group to promote cross-sell opportunities
What We Require:
- Higher Diploma holder or above in any discipline
- Minimum 2 years of experience in customer service
- Proficient in spoken & written English & Mandarin, as well as Chinese Word Processing
- Tech-savvy in using cloud-based software, Shopify, CS tools, and MS office
- Customer-oriented with good communication and interpersonal skills
- Mature with a good telephone manner and be a great team player
- Ability to work on Saturday shifts
- Immediately available is highly preferred
What We Offer:
- Salary package with discretionary and KPI-related bonus
- Structured career path and a chance to prove your ability and rise
- Competitive benefits including Group medical scheme, substantial staff discounts on pet products and more
- 5-days work week, 9 hours per shift with a 1-hour lunch break
- In-house training programs
- A great working environment with an energetic and happy team in rapidly growing environment
The personal data collected will be treated in strict confidence and used for recruitment-related purpose. Applicants who are not invited for interview within 6 weeks may consider their applications unsuccessful. All personal data of unsuccessful candidates will be destroyed after 12 months.
Vetopia HK is an equal opportunities employer.
Company Info
Vetopia started seven years ago with a simple idea – provide the same world-class advice, credibility, service and products that the Creature Comforts Group
of Veterinary Hospitals are famous for, and to deliver that online. Since those humble beginnings in the back office of one of our hospitals, Vetopia has grown rapidly and is now one of the largest pet-related e-commerce platforms in Hong Kong.
Setting us apart from other online pet stores, Vetopia uniquely combines a reputation for veterinary knowledge, credibility and understanding of animals with
personalised client relationships and customer service, and a range of products that we know are the best in class.
Vetopia was founded on four key values: Quality, Care, Convenience and Compassion. These values are as true today as the day we first started. This unique offering
has served our clients and the company well, and we’ve grown rapidly and are now expanding into unique online veterinary services, product development and geographical expansion.
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