Customer Experience Advisor - Full-time (Customer Relation Center)

Decathlon Hong Kong; Hong Kong; On-site; HKD 201,000 - 290,000; Full time

Benefits offered by this job

Performance Bonus

Staff Discount

Monthly Sports Allowance

Health Insurance

Paid Leave (Birthday, Wedding, Annual)

Company Shareholding Scheme

Training & Career Development

Job summary

Decathlon Hong Kong is seeking a Customer Experience Advisor to support customers across Live Chat, email, and other service channels, helping with online orders, deliveries, payments, refunds, and after-sales enquiries while creating a smooth and personalised experience.

You will investigate issues, coordinate with stores and Marketplace partners, share feedback to improve service, and use digital tools to manage inquiries while following data protection and safety procedures.

Qualifications

• Experience in customer service, retail, hospitality, or e-commerce can be helpful but not required.
• Passionate about sport and enjoy sharing your sports experiences.
• Flexible availability, including weekends and public holidays.
• Good communication skills and enjoy helping people.

Responsibilities

• Support customers through Live Chat, email, and other service channels
• Help with online orders, deliveries, payments, refunds, and after-sales enquiries
• Investigate customer issues and find practical solutions
• Coordinate with stores, internal teams, and Marketplace partners when needed
• Share customer feedback to help improve our services
• Use digital tools and systems to manage customer enquiries efficiently
• Follow customer data protection, safety, and service procedures

Skills

Customer service

Communication

Problem solving

Organizational skills

Curiosity

Weekend shifts

Job description

Your Purpose

At Decathlon, great service is our sport. As a Customer Experience Advisor, you support customers across our digital channels, helping with product questions, online orders, deliveries, refunds, and other enquiries while creating a smooth and personalised experience.

What You’ll Be Doing

• Support customers through Live Chat, email, and other service channels
• Help with online orders, deliveries, payments, refunds, and after-sales enquiries
• Investigate customer issues and find practical solutions
• Coordinate with stores, internal teams, and Marketplace partners when needed
• Share customer feedback to help improve our services
• Use digital tools and systems to manage customer enquiries efficiently
• Follow customer data protection, safety, and service procedures

• Passionate about sport and enjoy sharing your sports experiences
• Friendly, calm, and solution-focused in your approach
• Good communication skills and enjoy helping people
• Organised, reliable, and accurate when handling systems and processes
• Comfortable solving problems and managing different customer situations
• Curious and willing to learn new digital tools
• Flexible availability, including weekends and public holidays
• Experience in customer service, retail, hospitality, or e-commerce can be helpful but not required

Why Join Us?

We believe in growing together. Here’s what you’ll enjoy as a Decathlon teammate:

• Performance Bonus based on your team’s results
• Staff Discount on all Decathlon products
• Monthly Sports Allowance to support your active lifestyle
• Health Insurance Coverage (medical & dental)
• Birthday Leave, Wedding Leave, and Paid Annual Leave
• MPF + Company Shareholding Scheme
• Continuous training and career development, locally and globally