Reports to: General Manager, Sales & Marketing

Responsibilities:

• Answer incoming calls, emails and live-chat & FB in a professional and courteous manner at all times
• Attend and follow up on customers’ requests, queries, and complaints in a timely manner
• Understand company policies and processes to proceed the right course of action and solution
• Liaise with internal departments/regional offices to have resolutions
• Manage the resolution of customer complaints within given timescales
• Prepare reports of complaint cases and status update
• Recommend processes for an on-going service improvement
• Consistently deliver excellent quality service to our customers to achieve total customer satisfaction
• Be the primary point of contact for valued customers (VIP)
• Support our communication and client retention strategies (VIP Program)
• Maintain regular contact and deliver quality services for our valued customers (VIP)
• Handle ad hoc projects as required
  
  
  

Requirements:

• Diploma or above with at least 2 years’ solid working experience in Customer Service, preferably in footwear & fashion retail industry
• Good command in both written and spoken English, Cantonese and Mandarin
• Patient & pleasant personality, and a good listener
• Well-organized with strong interpersonal and communication skills
• Responsible, self-motivated, independent and willing to learn
• Proficiency in PC skills including MS office
• Immediately available is preferred
  
  
  

Interested parties, please send your detailed resume and expected salary by email to hrdhk@drmartens.com.

*Personal data collected will be treated confidentially and will only be used for employment-related purpose.

Alternative Footwear. Rebellious Self Expression.

At Dr. Martens we have one simple ambition. To be the leading and most respected alternative footwear company in the world.

Our heritage is firmly rooted in our courage to empower self-expression, to embrace and celebrate our differences. We have proudly evolved from being a workers boot to creating iconic design statements in music, gig, festival and youth cultures (to name but a few). The stage is now set for us to grow our business and we have big plans. The next chapter will see our presence in Asia significantly increase and our retail operations expanded to showcase our brand and product range.

With over 1200 team members globally (and growing) our people create the essence of our brand and purpose. We are serious about building environments where people can express themselves and perform to their highest potential.