Customer Experience Specialist ( Retail )

PapaHome; Hong Kong; On-site; HKD 201,000 - 357,000; Full time

Benefits offered by this job

Competitive salary and benefits

Clear career development pathways

Friendly team culture

Job summary

PapaHome in Hong Kong is seeking a customer service-oriented professional to handle inquiries and basic complaints via hotline, email, and showroom service. You will process requests, verify documents, and maintain accurate records, while proactively identifying customers’ needs and coordinating triage and arrangements.

Ideal candidates hold a bachelor’s degree, are bilingual in Chinese and English, and boast excellent communication skills.

Qualifications

• Bachelor’s degree or above; operations, customer service, construction, or sales management desirable.
• Proficient in both spoken and written Chinese and English.
• Excellent communication and interpersonal skills; able to collaborate with people from diverse backgrounds.
• Detail-oriented, responsible, proactive, and solution-driven.
• Cheerful, positive, eager to learn, and a strong team player.
• At least 1 year of relevant work experience; furniture industry experience preferred.

Responsibilities

• Handle customer inquiries and basic complaints via hotline, email, and showroom service.
• Process customer requests, verify documents, and maintain accurate records.
• Identify customers’ visit purposes and provide appropriate triage and arrangements.
• Coordinate simple delivery and maintenance arrangements to ensure smooth service.
• Communicate closely with internal teams and follow up on customer feedback.
• Assist with daily administrative tasks and ad-hoc assignments to support efficient team operations.

Skills

Communication skills

Bilingual Chinese/English

Team collaboration

Detail-oriented

Problem solving

Multi-tasking

Education

Bachelor's degree

Tools

Excel

Google Sheets

VLOOKUP

Pivot Tables

Job description

透過熱線、電子郵件及門市面對面服務，專業地處理客戶查詢及基本投訴。
Professionally handle customer enquiries and basic complaints via hotline, email, and in-person showroom service.

處理客戶要求，核對文件，並維持準確的客戶記錄。
Process customer requests, verify documents, and maintain accurate customer records.

主動了解客人到店目的及需求，並作出適當分流及安排。
Proactively identify customers’ visit purposes and needs, and provide appropriate triage and arrangements.

協調簡單的運輸及維修安排，確保服務順暢。
Coordinate simple delivery and maintenance arrangements to ensure smooth service.

與內部團隊緊密溝通，並積極跟進客戶回饋。
Communicate closely with internal teams and actively follow up on customer feedback.

協助處理日常行政事務及臨時性工作，支持團隊高效運作。
Assist with daily administrative tasks and ad-hoc assignments to support efficient team operations.

我們期待的你 | What We’re Looking For

持有學士學位或以上學歷；營運管理、客戶服務、建築或銷售管理相關背景尤佳。
Bachelor’s degree or above; backgrounds in operations management, customer service, construction, or sales management are highly desirable.

具備良好的中英文口語及書面表達能力。
Proficient in both spoken and written Chinese and English.

擁有優秀的溝通技巧及人際交往能力，樂於與不同背景的人合作。
Excellent communication and interpersonal skills, with a willingness to collaborate with people from diverse backgrounds.

注重細節，工作認真負責，積極主動，並以解決問題為導向。
Detail-oriented, responsible, proactive, and solution-driven.

性格開朗、積極樂觀，具學習熱誠，並擁有良好的團隊合作精神。
Cheerful, positive, eager to learn, and a strong team player.

至少 1 年或以上相關工作經驗；具備客戶服務、銷售或傢具行業經驗者優先。
At least 1 year above of relevant working experience; candidates with experience in customer service, sales, or the furniture industry will be given preference.

歡迎應界畢業生, 對傢具行業有濃厚興趣或有意轉行加入本行業的人士申請！
Fresh graduates, career changers, and those passionate about the furniture industry are welcome to apply!

熟練使用 Excel 及 Google Sheets，包括 VLOOKUP 及資料透視表等基本功能。
Proficient in Excel and Google Sheets, including basic functions such as VLOOKUP and Pivot Tables.

能高效學習，並能在短時間內同時處理多項任務。
Able to learn quickly and handle multiple tasks efficiently under tight timelines.

能立即到崗或於短期內到崗者將獲優先考慮。
Candidates who can start immediately or within a short notice period will be given priority.

為什麼選擇我們？ | Why Join Us?

友善、支持性的團隊文化
Friendly and supportive team culture

接觸傢具行業的寶貴機會
Valuable exposure to the furniture industry

清晰的職業發展路徑
Clear career development pathways

具競爭力的薪酬及福利
Competitive salary and benefits