Assistant Client Service/ Customer Service Manager (Luxury)

Amix Global Limited; Hong Kong Island; On-site; HKD 279,000 - 424,000; Full time

Job summary

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

Responsibilities

• 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

Skills

Client services

Bilingual English/Chinese

MS Excel

MS PowerPoint

CRM tools

Communication

Education

Bachelor degree

Tools

Salesforce Service Cloud

Commerce Cloud

Job description

Responsible for daily operation of CS team in all contact channels across APAC region, including live chat, calls, emails and social network, etc.

Resolve clients' complaints / dissatisfaction and amplify confidence and loyalty.

Manage case escalations process effectively and collaborate with Retail team on retail-related client inquiries.

Achieve KPIs on CS sales, service quality and productivity.

Develop processes and guideline for clients support knowledge base.

Provide assistance for clients during their Ecom purchase and aftersales support after sales client enquiries.

Partner with Ecom team on order management including order deliveries, returns, repairs, payments, refunds, and packaging orders.

Work closely with CRM team on tools and new initiatives in client engagement, i.e. invite client to offline events, outreach to clients through different channels when needed.

Requirements:

At least 4-5 year's related experience at luxury retail or Omnichannel Client Services
Having client-facing in-boutique experience would be a plus.

Bachelor degree or above

Client-focused mindset, with high standards in demonstrating quality and excellence

Basic mastery of Microsoft Excel & PPT

Salesforce Service Cloud & Commerce Cloud is a bonus

Fluent in English, Mandarin and Cantonese, both written and spoken

Able to work on Saturday shift