Customer Service Officer

Bakehouse; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Job summary

Bakehouse is seeking a customer-facing role in Hong Kong to deliver a warm and memorable guest experience. You will handle inquiries, feedback and service recovery with empathy, while acting as a brand ambassador who shares product knowledge and recommendations to enhance guest engagement.

The role emphasizes Mandarin-speaking guest interactions, collaboration with catering and event orders, and contributing to continuous service improvements across Bakehouse's shops and wholesale channels.

Qualifications

• 1–3 years of experience in customer service, guest relations, hospitality, F&B, retail, tourism or related roles.
• Experience handling customer enquiries, feedback, and service recovery with professionalism and empathy.
• Experience engaging with customers through digital channels or online communities is preferred.
• Experience supporting corporate, wholesale, catering, or event-related customer enquiries is a plus.
• Proficiency in Cantonese, Mandarin and English (spoken and written).

Responsibilities

• Deliver a warm, welcoming, and memorable guest experience reflecting Bakehouse's values and service standards.
• Handle guest enquiries, feedback, complaints and service recovery promptly and empathetically.
• Act as a brand ambassador by sharing product knowledge and recommendations to enhance guest experience.
• Build and maintain relationships with local and international guests, especially Mandarin-speaking customers.
• Identify guest experience trends and provide feedback to management for continuous improvement.
• Support catering and special occasion orders to ensure Bakehouse quality and brand standards.

Skills

Customer service

Hospitality

Communication

Empathy

Tools

CRM software

Social media tools

Job description

It all started with an aspiration to redefine and elevate the bakery landscape. Bakehouse by Grégoire Michaud is home to the city’s finest European-style baked goods and sourdough bread, all handmade on-site every day with the finest ingredients.

Founded in 2013, Chef Grégoire Michaud started the company as a wholesale bakery specialising in supplying handcrafted sourdough and fine pastries to kitchens across the city. This humble wholesale bakery quickly shook up the industry and received overwhelming support from esteemed players, including Michelin-starred restaurants, luxury five-star hotels and prestigious airlines.

This success shed light on Hong Kong’s unfulfilled desire for quality bread. Chef Michaud felt the call to make artisanal bread more accessible to Hongkongers and nurture the city’s appreciation of artisanal baked goods. In 2018, the critically acclaimed neighbourhood bakery, Bakehouse, opened its doors in Wanchai and took the bakery scene by storm in no time. Now, with Eight shops and wholesale available, Bakehouse has set the standard for artisanal bakeries and built a strong community joined by a passion for the finest baked goods.

Responsibilities

• Deliver a warm, welcoming, and memorable experience to all guests, ensuring every interaction reflects Bakehouse's values and service standards.
• Handle guest enquiries, feedback, complaints, and service recovery situations promptly, professionally and with empathy.
• Act as a brand ambassador by sharing product knowledge, brand stories and recommendations that enhance the overall guest experience.
• Build and maintain positive relationships with local and international guests, particularly Mandarin-speaking customers, to strengthen guest engagement and loyalty.
• Identify guest experience trends and provide feedback and recommendations to management to support continuous improvement of service quality and customer satisfaction.
• Support the execution of catering and special occasion orders to ensure products and services meet Bakehouse's quality and brand standards.

Requirements

• 1-3 years of experience in customer service, guest relations, hospitality, F&B, retail, tourism, or other customer-facing roles.
• Experience handling customer enquiries, feedback, and service recovery with professionalism and empathy.
• Experience engaging with customers through digital channels, social media platforms, or online communities is preferred.
• Previous experience supporting corporate, wholesale, catering, or event-related customer enquiries would be an advantage.
• Oral and written proficiency in both Cantonese, Mandarin and English
• Excellent communication and interpersonal skills, with a genuine sense of empathy.

Benefits

• We offer a competitive remuneration package with comprehensive fringe benefits to the right candidate.

We are an equal opportunity employer. Personal data collected will be treated in strictly confidential and for recruitment purpose only