Customer Service Officer

Bakehouse; Hong Kong; Hybrid; HKD 180,000 - 300,000; Full time

Benefits offered by this job

Competitive pay

Job summary

Bakehouse by Grégoire Michaud in Hong Kong is seeking a Guest Relations Associate to deliver warm, welcoming guest experiences and handle enquiries with empathy. You will share product knowledge as a brand ambassador and engage Mandarin-speaking guests to strengthen engagement across the Bakehouse network.

You will also support catering and special occasion orders, ensuring quality and brand standards are met while liaising with teams across seven shops and wholesale channels.

Qualifications

• 1-3 years of experience in customer service or related roles.
• Experience handling enquiries with professionalism and empathy.
• Experience engaging with customers via digital channels preferred.
• Experience supporting corporate, wholesale, catering or events would be an advantage.
• Oral and written proficiency in Cantonese, Mandarin and English.
• Excellent communication and interpersonal skills.

Responsibilities

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

Skills

Guest relations

Customer service

Communication

Cantonese

Mandarin

English

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 seven 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