Customer Service Officer (3 Months Contract)

Watson's The Chemist; Sha Tin; Vor Ort; HKD 134.000 - 201.000; Teilzeit

Benefits dieser Stelle

Onsite Gym

Onsite Clinic

Free snacks & drinks

Chill out areas

Zusammenfassung

Watsons Hong Kong is seeking a Customer Service Officer on a 3-month contract to handle inquiries, feedback and complaints across phone, WhatsApp, social media and email. You will support customers through their offline + online journey and collaborate with call centre and logistics teams to ensure smooth resolutions.

The role requires a customer-focused mindset, strong problem-solving skills, and good English writing.

Qualifikationen

• Customer service exposure in retail, FMCG, banking or insurance is preferred.
• A customer-focused mindset, with patience and maturity when handling challenging situations.
• Strong problem-solving skills, using facts and information to identify practical solutions.
• An adaptable, positive and collaborative approach to working with different teams.
• Good spoken English and business writing skills.

Aufgaben

• Handle customer enquiries, feedback and complaints across telephone, WhatsApp, social media and email, with a strong customer-focused mindset.
• Support customers throughout their O+O journey, including sales, promotions, orders, delivery, exchanges, refunds and membership enquiries.
• Resolve cases fairly and effectively, following consumer requirements and company service standards.
• Work closely with internal teams, call centre and logistics, embracing collaboration as our way of working to resolve customer issues.
• Track cases and prepare weekly service reports, using a scientific and data-driven approach to understand service performance and support improvements.
• Support ad hoc customer service projects as required.

Kenntnisse

Customer service

Communication

Problem solving

Team collaboration

English writing

Tools

Microsoft Excel

Jobbeschreibung

Customer Service Officer (3 Months Contract)

AtWatsons Hong Kong, we believe in our people, teamwork and the importance of your personal growth. If you are seeking for an opportunity to join the leading O+O health and beauty retailer in Asia with around 180 retail stores in Hong Kong and Macau, theWatsons Hong Kongfamily welcomes you!

You can enjoy:

Convenient office location with less than 5-minute walk from the MTR station

Access to a well-equipped gym room located in your workplace

Contemporary workplace with Onsite Clinic, Lactation Rooms, free snacks & drinks and chill out areas

Why This Role Matters:

At Watsons Hong Kong, great service is about putting a smile on customers’ faces at every touchpoint. In this role, you’ll help customers across our O+O (Offline + Online) business, turning enquiries, feedback and complaints into positive experiences through timely, thoughtful and practical solutions.

What You’ll Be Doing:

Handle customer enquiries, feedback and complaints across telephone, WhatsApp, social media and email, with a strong customer-focused mindset.

Support customers throughout their O+O journey, including sales, promotions, orders, delivery, exchanges, refunds and membership enquiries.

Resolve cases fairly and effectively, following consumer requirements and company service standards.

Work closely with internal teams, call centre and logistics, embracing collaboration as our way of working to resolve customer issues.

Track cases and prepare weekly service reports, using a scientific and data-driven approach to understand service performance and support improvements.

Support ad hoc customer service projects as required.

What You’ll Bring:

Customer service exposure in retail, FMCG, banking or insurance is preferred.

A customer-focused mindset, with patience and maturity when handling challenging situations.

Strong problem-solving skills, using facts and information to identify practical solutions.

An adaptable, positive and collaborative approach to working with different teams.

Good spoken English and business writing skills.

Competence in Microsoft Excel.

How You Will Make An Impact:

Create positive and seamless customer experiences across Offline + Online touchpoints.

Turn customer feedback and service insights into opportunities to improve service quality.

Build stronger customer relationships through effective problem-solving and cross-team collaboration.

We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the AS Watson Group.

Applicants not hearing from us within 6 weeks from the date of advertisement may consider their applications unsuccessful. All personal data of unsuccessful applicants will be destroyed within 12 months from the date of application.

Established in 1841, AS Watson Group is one of the world's longest-standing and most recognised retail companies with roots in Asia. Today, the company operates over 17,000 stores across 12 retail brands in 31 markets, employing 130,000 people globally. This makes AS Watson Group the largest international health and beauty retailer in the world.

In the fiscal year 2024, AS Watson Group reported revenue of over US$24 billion. The company's technology-enabled O+O (Offline plus Online) platforms serve over 6 billion shoppers annually, seamlessly integrating physical and digital retail experiences.