Customer Care & Retail Associate

Atelier Wen Ltd.; Hong Kong; Presencial; HKD 350.000 - 520.000; Jornada completa

Descripción de la vacante

Atelier Wen Ltd. seeks a Customer Care & Retail Associate to oversee customer service and sales operations, reinforcing the brand’s premium image. A successful candidate will deliver consistent, prompt service that strengthens Atelier Wen's luxury brand reputation.

The role requires a passion for the watch industry, strong English communication, and the ability to manage inquiries across channels, support showroom appointments, and contribute to CRM, inventory, and after-sales processes.

Formación

• Native-level English proficiency and outstanding communication skills.
• 2-5 years of experience in a customer-facing role.
• Proven ability to deliver exceptional, timely support to high-end customers.
• High comfort level with software tools.
• Experience in the luxury sector, with a deep understanding of selling premium products to high-value customers.
• Highly organized with a structured mindset.
• Enjoys working in small teams and handling diverse responsibilities independently.

Responsabilidades

• Respond to pre-sales and after-sales inquiries across multiple channels (text, social media, email, phone, video call, in-person), building good relationships with customers through a deep understanding of the brand and customers' needs.
• Engage potential customers tactfully and effectively, helping them grasp the brand story and product offerings. This will include handling in-person sales appointments in our future showroom and occasionally at industry events.
• Manage the sales CRM, handling inbound inquiries and abandoned carts with strong organizational and sales skills.
• Resolve customer issues promptly and effectively, coordinating with internal teams and third parties like watchmakers, parts makers, and logistics companies.
• Monitor and restock spare parts to prevent shortages at after-sales facilities.
• Participate in online and offline community engagement activities.
• Collaborate with the team to ensure smooth watch fulfillment and delivery.
• Work with the team to identify areas for improvement in customer support processes, products, and overall experience.

Conocimientos

English fluency

Luxury brand experience

Customer-centric communication

Organized and independent

Herramientas

CRM software

Descripción del empleo

Atelier Wen (www.atelierwen.com) is an independent luxury watch brand on a mission to celebrate and elevate global perceptions of Chinese culture and craftsmanship. We work with the best of China’s designers, craftsmen and watchmakers to make timepieces that showcase the finest of China’s crafts and workmanship while at the same time authentically reflecting our identity as a Franco-Chinese team. Atelier Wen has been featured in top global media from The New York Times, CCTV and Le Figaro to Hodinkee, Worn & Wound, Revolution and Watchfinder.

About the Role

We're seeking a Customer Care & Retail Associate to oversee both customer service and sales operations, helping to solidify our brand’s premium reputation. A successful candidate will deliver consistent, prompt service that strengthens Atelier Wen's luxury brand image. They should possess a keen understanding of the watch industry and luxury etiquette, ensuring exceptional customer satisfaction while driving sales. Organizational skills, initiative, and a knack for thriving in small, high-performing teams are essential, given that each member independently handles a wide range of responsibilities.

Responsibilities

• Customer Engagement: Respond to pre-sales and after-sales inquiries across multiple channels (text, social media, email, phone, video call, in-person), building good relationships with our customers through a deep understanding of our brand and customers' needs.
• Sales Support: Engage potential customers tactfully and effectively, helping them grasp our brand story and product offerings. This will include handling in-person sales appointments in our future showroom and occasionally at industry events.
• CRM Management: Manage the sales CRM, handling inbound inquiries and abandoned carts with strong organizational and sales skills.
• Issue Resolution: Resolve customer issues promptly and effectively, coordinating with internal teams and third parties like watchmakers, parts makers, and logistics companies.
• Inventory Management: Monitor and restock spare parts to prevent shortages at after-sales facilities.
• Community Engagement: Participate in online and offline community engagement activities.
• Order Fulfillment: Collaborate with the team to ensure smooth watch fulfillment and delivery.
• Continuous Improvement: Work with the team to identify areas for improvement in customer support processes, products, and overall experience.

Qualifications

Minimum Qualifications

• Native-level English proficiency and outstanding communication skills.
• 2-5 years of experience in a customer-facing role.
• Proven ability to deliver exceptional, timely support to high-end customers.
• High comfort level with software tools.
• Experience in the luxury sector, with a deep understanding of selling premium products to high-value customers.
• Highly organized with a structured mindset.
• Enjoys working in small teams and handling diverse responsibilities independently.

Preferred Qualifications

• Experience working in startups or luxury brands, handling a broad range of tasks.