PRIMARY OBJECTIVE

Customer Service Officer (CSO) is our enthusiastic colleague that will help our stores to complement and maximize customers experience during their journey in our stores located at HKIA, and to provide assistance to our valuable guests (such as information, billing, exchange, refund, customer complaint).

Will interact with our customers through phone calls, email, letter, social media, and will provide the best suitable and accurate solutions to their requests.
 

JOB DUTIES & RESPONSIBILITIES

• You will liaise with customer through different channels (phone call, email, letter, social media).
• You will identify and clarify relevant information about our customers’ requests, needs and expectations.
• You will put yourself into our customer’s shoes and advocate for them when necessary.
• You will provide the best accurate, valid and complete solution.
• You will liaise with the relevant department for further action plans agreed with customers (new order, exchange, refund, billing…).
• You will record and organize relevant information on those interactions.
• You will share relevant information with your manager in order to help other departments (operations, marketing, finance, logistics, merchandising, etc) to continuously improve operations, merchandise and staff performance.
• You will be continuously updated on the company’s policies, procedures and product changes.
• You will always try to go the extra mile to engage customers.

KEY REQUIREMENTS & COMPETENCIES
 

• BSc/BA in Business Administration / Marketing or any related disciplines.
• 2 years work experience as a Customer Service officer in retail industry
• Experience in sales or customer service is a plus
• Excellent communication skills (written and oral in English, Mandarin, and Cantonese.
• Enthusiastic with customers
• Problem-solving attitude
• Emphasizing Excellence
• Teamwork skills