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

Decathlon Hong Kong Company Limited; Hong Kong; On-site; HKD 134,000 - 212,000; Full time

Benefits offered by this job

Performance bonus

Staff discount

Monthly sports allowance

Health insurance coverage

Birthday leave

Wedding leave

Paid annual leave

MPF + company shareholding scheme

Training and career development

Job summary

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

You’ll collaborate with stores and internal teams, investigate issues, share feedback to improve services, and use digital tools to manage enquiries while adhering to data protection and service procedures.

Qualifications

• Passionate about sport and enjoy sharing your experiences.
• Friendly, calm and solution-focused in approach.
• Good communication skills and enjoy helping people.
• Organised, reliable with systems and processes.
• Comfortable solving problems across different customer situations.
• Curious and willing to learn new digital tools.
• Flexible availability, including weekends and public holidays.

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

Sport enthusiasm

Friendly communication

Customer service mindset

Problem solving

Organised & reliable

Curious & learn new tools

Flexible availability

Tools

Live Chat tools

Email handling

Job description

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

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.

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

Requirements

• 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

Benefits

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

In 1976, Decathlon opened its first store in Englos, a town near Lille in the north of France. With over four decades of experience, we strive to provide innovative, affordable, and sustainable sports products. We have remained committed to our mission: to move people through the wonder of sports. We offer over 70 sports categories and have over 1,700 stores in over 60 countries worldwide.