Customer Care Associate

Atelier Wen; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Job summary

Atelier Wen seeks a Client Care Associate to oversee customer service and sales operations, strengthening the brand’s premium reputation. The role requires a deep understanding of the watch industry, luxury etiquette, and exceptional customer satisfaction while driving sales.

Ideal candidates are highly organized, comfortable with fast-paced small teams, and capable of managing diverse responsibilities across pre-sales, after-sales, and community engagement.

Qualifications

• Native-level English proficiency and excellent communication.
• 2–5 years in a customer-facing role.
• Experience delivering high-end customer support.
• Comfort with software tools.
• Experience in luxury brands.

Responsibilities

• Respond to pre-sales and after-sales inquiries across multiple channels (text, social media, email, phone, video call, in-person).
• Engage potential customers and communicate our brand story and product offerings.
• Manage the sales CRM, handle inbound inquiries and abandoned carts.
• Resolve customer issues promptly, coordinating with internal teams and third parties.
• Monitor and restock spare parts to prevent shortages at after-sales facilities.
• Participate in online and offline community engagement activities.
• Collaborate to ensure smooth watch fulfillment and delivery.
• Identify areas for improvement in customer support processes.

Skills

English proficiency

Communication skills

Customer service

Luxury sector

Organized

Team collaboration

Job description

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 Client Care 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.
• 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.