Customer Care Consultant

HBX is a global e-commerce platform and retail destination for the world’s most well-known and up-and-coming brands in menswear, womenswear and lifestyle from around the world. Curating a truly global and exciting assortment at the leading edge of culture, HBX focuses on delivering the latest, trend-setting fashion, accessories, shoes, home and lifestyle goods to its customers. With the HBX e-commerce platform shipping to over 80 markets worldwide, it has a retail store in Hong Kong.

We are seeking a Customer Care Consultant to join our team! As the first point of contact, this position will be responsible for handling daily communications with our global customers in a timely and professional manner. An understanding of how the e-commerce business operates will be beneficial to this role and the ability to work cross-functionally with all e-commerce departments will also be crucial. You will be working with a team to provide exceptional customer service. So if you are a talented individual with a strong work ethic and are interested in establishing your career in e-commerce, then we want to meet you! 

Responsibilities:

• Provide exceptional service across multi-channels for all customer communications.
• Handle cases with a high level of professionalism and customer centric mindset.
• Actively manage customer service related documents for internal tracking and cross team awareness.
• Maintain a high level of service awareness at all times.
• Work cross-functionally with other e-commerce departments.
• Support reporting manager with ad-hoc tasks and duties.

Requirement:

• Degree, High Diploma or Associate Degree holder.
• Experience in customer service or related fields is highly preferred. Experience in the e-commerce industry will be a plus.
• Fluent in Chinese and English for both spoken and written communication.
• Experience with CRM, Case Management, Live Chat tools is preferred.
• Excellent interpersonal and communication skills, and the ability to build rapport with customers and relationship management.
• Possess a proactive solutions mindset; organized and detail oriented with strong time management skills.
• Ability to multi-task and troubleshoot.
• Proficient in basic administrative office suite software e.g. MS Office, Google Drive.
• Available to work during the weekend, busy periods and/or public holidays.