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

Decathlon Singapore; Tuen Mun; On-site; HKD 134,000 - 201,000; Full time

Benefits offered by this job

Performance bonus

Staff discount

Sports allowance

Health insurance

Leave benefits

MPF + shares

Training & 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.

You will coordinate with stores and internal teams, share customer feedback, use digital tools, and follow data protection procedures. A friendly, proactive approach and weekend availability are valued.

Qualifications

• Experience in customer service, retail, hospitality, or e-commerce can be helpful but not required.
• Excellent communication skills, both written and spoken.
• Organised, reliable and accurate when handling systems and processes.
• 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 and internal teams when needed.
• Share customer feedback to help improve our services.
• Use digital tools and systems to manage customer enquiries efficiently.
• Follow data protection, safety, and service procedures.

Skills

Customer service

Communication

Problem solving

Attention to detail

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