Customer Care & Operations Coordinator

OnTheList Limited; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Job summary

OnTheList Limited is seeking a Customer Service Coordinator in Hong Kong to support frontline service and day-to-day operations within the Customer Service team. You will interact with customers via email and phone, manage orders, returns, and after‑sales matters, and coordinate with warehouse, delivery partners, and brand teams to ensure smooth fulfillment.

The role emphasizes process improvement, SOP development, and data reporting using Excel.

Qualifications

• Diploma or degree in Hospitality, Business or Operations management or related discipline.
• 1–2 years of relevant working experience in Customer Service, Call Center operation, E‑commerce operation, Retail operations, or a similar role.
• Good command of spoken English and Chinese, with written Chinese proficiency being mandatory for this role.

Responsibilities

• Handle and follow up on customer enquiries and complaints across online and in‑store channels in a timely and professional manner, mainly via email and phone when required.
• Coordinate and follow up on order‑related issues, including delivery status, sold‑out items, refunds, returns, exchanges, and other after‑sales cases.
• Act as the key contact with warehouse and delivery partners to resolve fulfilment, return, and delivery issues.
• Liaise with brand partners on after‑sales support, return items, shipment arrangements, and other operational matters.
• Maintain operational trackers and prepare basic reports using Excel to support daily operations and management review.
• Work closely with internal teams to coordinate customer service requirements and ensure a smooth customer and shopping experience.
• Create, update, and improve SOPs, internal guidelines, templates, and working processes.
• Support the implementation of new processes, system enhancements, campaigns, and other initiatives related to Customer Service operations.
• Provide coordination and administrative support for ad‑hoc projects when required.

Skills

Customer service

Communication

Organization

Problem-solving

Time management

Education

Diploma/degree in Hospitality/Business/Operations management

Tools

MS Excel

PowerPoint

Word

Job description

OnTheList Limited is seeking a Customer Service Coordinator in Hong Kong to support frontline service and day-to-day operations within the Customer Service team. You will interact with customers via email and phone, manage orders, returns, and after‑sales matters, and coordinate with warehouse, delivery partners, and brand teams to ensure smooth fulfillment.

The role emphasizes process improvement, SOP development, and data reporting using Excel.