Customer Experience Specialist – Social & Support

CASETiFY

Hong Kong

Hybrid

HKD 201,000 - 312,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

CASETiFY in Hong Kong is seeking a customer service associate to handle inquiries via social media and email, with timely follow-up and escalation when needed. You will coordinate with Marketing and Operations to ensure smooth service delivery, monitor daily feedback on Facebook, Instagram, Twitter, and contribute to reporting and process improvements.

The ideal candidate has tertiary education, at least one year in customer service, and strong English and Chinese communication, plus familiarity

Qualifications

Tertiary education with at least 1 year of customer service experience.
Proficiency in English and Chinese language.
Patient, customer-focused, and detail-oriented.
Creative with strong internet and online culture awareness.
Familiar with major social platforms (Facebook, Twitter, Discord, Instagram, TikTok).
Google Docs/Sheets/Slides and Chinese word processing preferred.
Background in e-commerce, media agencies, hospitality, or logistics is welcome.

Responsibilities

Handle and resolve customer enquiries via social media and email, with timely follow-up and case escalation when needed.
Coordinate with internal teams (Marketing, Operations, etc.) to address customer needs and ensure smooth service delivery.
Monitor daily customer feedback on social platforms (Facebook, Instagram, Twitter) and highlight key issues or trends.
Support supervisor on ad hoc tasks and projects, including simple reporting and process or service improvement work.