APAC Digital Client Services Lead - Multilingual & E-commerce

BoF Careers; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Prada Group in Hong Kong seeks an experienced Customer Service Lead to support APAC clients across channels, driving sales through clienteling and exceptional service. You will resolve order issues, coordinate with internal teams, and mentor staff to meet KPIs while ensuring brand standards across online and offline channels.

The role requires 5+ years in customer service or fashion-related experience, fluent English with Mandarin/Cantonese preferred, and the ability to work in shifts, including

Qualifications

• 5+ years of experience in Customer Service or fashion-related qualification/experience.
• Strong sales and clienteling capability.
• Customer-first mindset with initiative and problem-solving.
• Fluent in English; Mandarin and Cantonese preferred.
• Ability to work in shifts, weekends and public holidays.

Responsibilities

• Support customers from APAC with multi-languages across channels (phone, live chat, social, email).
• Drive sales through effective clienteling and outreach initiatives.
• Resolve service/product issues and guide customers through ecommerce purchases.
• Coordinate with internal teams to resolve issues and ensure brand standards.
• Mentor and motivate team members to achieve sales and KPI targets.
• Oversee order review queues and ensure timely processing and accuracy.
• Collaborate with finance on chargebacks and fraud patterns.

Skills

Customer service

Clienteling

Sales skills

Leadership

Problem solving

Education

Fashion-related qualification

Tools

SAP

Job description

Prada Group in Hong Kong seeks an experienced Customer Service Lead to support APAC clients across channels, driving sales through clienteling and exceptional service. You will resolve order issues, coordinate with internal teams, and mentor staff to meet KPIs while ensuring brand standards across online and offline channels.

The role requires 5+ years in customer service or fashion-related experience, fluent English with Mandarin/Cantonese preferred, and the ability to work in shifts, including