Customer Care Officer

Jebsen Group; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Jebsen Group in Hong Kong is seeking a Customer Service Associate to handle inquiries and complaints from WhatsApp, email, and phone for our e-commerce business. You will use the Shopify backend to provide efficient support and ensure high customer satisfaction.

The role requires a high diploma or above, strong communication in English, Cantonese and Mandarin, and a proactive, independent approach. Saturday work is required with Thursday and Sunday off; dog or cat ownership is an advantage as we

Qualifications

• High Diploma holder or above; relevant customer service experience preferred.
• Experience in pet industry is a plus.
• Proficient in English, Cantonese, and Mandarin.
• Willing to work Saturdays; Thursday and Sunday off.
• Dog or cat ownership is an advantage.

Responsibilities

• Respond to customer inquiries and complaints via WhatsApp, email, and phone in a professional and timely manner
• Proactively contact customers to confirm or clarify information
• Provide accurate details about products, orders, and services
• Follow up on customer requests, complaints, and feedback to ensure prompt resolution
• Collaborate with internal teams to deliver effective solutions
• Support administrative tasks related to customer service and daily operations
• Identify recurring issues and suggest process improvements to enhance customer satisfaction
• May need to attend external events like pet exhibitions or seminars to represent the company and interact with customers (limited)

Skills

Multilingual English

Cantonese

Mandarin

Customer Service

Education

High Diploma or above

Job description

Jebsen Consumer enrich the everyday life of our consumers with a carefully curated selection of retail brands across consumer electronics, home appliances, watches, pet care and much more. For over 40 years, Jebsen Consumer has distributed a variety of world-renowned premium lifestyle brands in major cities across Greater China.

Purpose of the Job

The role is responsible for handling customer enquiries and complaints from WhatsApp, email, and phone. This e-commerce position involves utilizing the Shopify backend to provide efficient support, ensuring exceptional service and high customer satisfaction.

Responsibilities

• Respond to customer inquiries and complaints via WhatsApp, email, and phone in a professional and timely manner
• Proactively contact customers to confirm or clarify information
• Provide accurate details about products, orders, and services
• Follow up on customer requests, complaints, and feedback to ensure prompt resolution
• Collaborate with internal teams to deliver effective solutions
• Support administrative tasks related to customer service and daily operations
• Identify recurring issues and suggest process improvements to enhance customer satisfaction
• May need to attend external events like pet exhibitions or seminars to represent the company and interact with customers (limited)

Requirements

• High Diploma holder, equivalent or above
• Solid experience in customer services; experience in the pet industry is a plus
• Good command of written and spoken English, Cantonese, and Mandarin
• Strong communication, interpersonal, and problem-solving skills
• Responsible, independent, and willing to work on Saturdays (with day off on Thursday and Sunday)
• Being a dog or cat owner is an advantage

SUCCESS BREEDS SUCCESS.

With over 100 years of history, Jebsen’s success has been made possible through our commitment to our partners, to our communities, and to our most valuable asset — our people.

We offer dedicated and talented individuals the opportunity to engage with a family of premium global brands. Employees who pursue excellence are given a diverse platform that provides continuous development and career exposure.

At Jebsen, success breeds success.