APAC Omnichannel CS Lead - Luxury Retail

Amix Global Limited; Hong Kong Island; Sur place; HKD 279 000 - 424 000; Plein temps

Résumé du poste

Amix Global Limited in Hong Kong is seeking a customer service leader to run the daily operation of the CS team across APAC, managing live chat, calls, emails and social channels.

You will resolve client complaints, boost confidence and loyalty, and work with Retail, Ecom and CRM teams to meet KPIs and enhance our knowledge base. Fluent English, Mandarin and Cantonese are required; Saturday shifts are expected.

Qualifications

• At least 4-5 years' related experience in luxury retail or omnichannel client services
• Client-facing in-boutique experience would be a plus

Responsabilités

• Oversee daily operation of CS team across APAC channels (live chat, calls, emails, social)
• Resolve client complaints and enhance confidence and loyalty
• Collaborate with Retail, Ecom and CRM teams on client inquiries and orders
• Meet KPIs on CS sales, service quality and productivity
• Develop and maintain client support knowledge base
• Assist clients during Ecom purchases and aftersales support
• Coordinate with Ecom on order management (delivery, returns, payments, refunds)
• Engage clients via CRM initiatives and campaigns as needed

Connaissances

Client services

Bilingual English/Chinese

MS Excel

MS PowerPoint

CRM tools

Communication

Formation

Bachelor degree

Outils

Salesforce Service Cloud

Commerce Cloud

Description du poste

Amix Global Limited in Hong Kong is seeking a customer service leader to run the daily operation of the CS team across APAC, managing live chat, calls, emails and social channels.

You will resolve client complaints, boost confidence and loyalty, and work with Retail, Ecom and CRM teams to meet KPIs and enhance our knowledge base. Fluent English, Mandarin and Cantonese are required; Saturday shifts are expected.