Customer Service Advisor, Luxury E-Commerce

Magic Search Limited; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Job summary

Magic Search Limited is seeking a Customer Service Advisor for a luxury e-commerce environment in Hong Kong. You will handle inbound inquiries from customers and retailers via phone, email, social media and letters, delivering a premium service aligned with brand values.

We are looking for a fluent communicator with strong English, Cantonese and Mandarin, who can work across channels, resolve issues promptly, and maintain accurate records in the CRM while supporting continuous improvements to

Qualifications

• Luxury customer service experience required.
• Strong written and verbal communication.
• Motivated, energetic and inspirational team player.
• Customer-first mindset.
• Able to multitask and meet deadlines.

Responsibilities

• Handle inbound customer/retailer inquiries via phone, email, social media and mail.
• Resolve customer issues professionally across media.
• Promote positive relationships with courteous service reflecting brand values.
• Input accurate data into CRM and other systems.
• Develop relationships with the network and authorize goodwill per policy.

Skills

Luxury customer service

Communication skills

Team player

Customer-first mindset

English fluency

Cantonese fluency

Mandarin fluency

Job description

Customer Service Advisor, Luxury E-Commerce

About the Company

Our client is a globally renowned luxury retailer, they are looking for a regional Customer Service Advisorto join their expanding team.

About the Role

Responsible for providing an inbound customer/Retailer response service via the telephone, email, social media and letter correspondence.

Adopt a highly professional approach to the resolution of customer issues in all instances and via different media.

Promote and enhance positive customer relationships by using a pleasant, courteous and professional manner incorporating core brand values and marque integrity at all times.

Ensure that all customer contacts are dealt with in line and departmental policies and processes.

Seek to improve own and colleagues’ customer relationships to ensure that customer service levels are acknowledged to be ‘premium’ both within and outside the Company.

Use innovative approaches to customer concern resolution and ensure new ideas with resultant successful resolution of issues are communicated within the team and department.

Ensure accurate information is input to the link & other systems and that updates to the CRM database are initiated as appropriate.

Ensure accurate data is included for statistics and workload analysis.

Develop an excellent working relationship with the network.

Authorize good will up to specific criteria.

About the Requirement

Strong experience in delivery of luxury customer service.

Strong communication skills, both written and verbal.

A highly motivated, energetic and inspirational team player.

Clear demonstration of a Customer First mind-set.

Ability to identify opportunities for improvements.

Able to work on multiple tasks and deliver results to agreed schedules.

Fluent in English, Cantonese, Mandarin, other languages will be an advantage.