Customer Service Officer/ Senior Officer

Mannings; Hong Kong; On-site; HKD 150,000 - 260,000; Full time

Job summary

Mannings Hong Kong is seeking a Customer Service Officer/Senior Officer to provide accurate product information and support across channels.

You will professionally handle enquiries and complaints, coordinate with departments to resolve issues, and ensure timely processing of orders, refunds and returns.

Join a fast-paced retail team with a strong focus on customer experience and cross-functional collaboration to drive service excellence.

Qualifications

• Experience in Retail/FMCG preferred.
• Proficient in MS Office and CRM systems.
• Strong verbal and written communication.
• Ability to meet SLAs and timelines.

Responsibilities

• Provide information on products, promotions and services.
• Handle customer enquiries and complaints professionally.
• Manage front-end issues and coordinate with departments to correct information, promotions, pricing or advertising.
• Process orders, refunds and returns accurately.
• Record customer feedback in the CRM for improvements.
• Collaborate with cross-functional teams on campaigns and fulfilment.
• Prepare regular reports on customer satisfaction and service performance.

Skills

Customer service

Communication skills

Problem-solving

Detail-oriented

Tools

MS Office

Job description

Customer Service Officer/ Senior Officer

Is this your next challenge in Customer Service?

The challenge is to:

Provide accurate information on company products, promotions and services

Professionally handle customer enquiries and complaints

Manage front-end issues and coordinate with relevant departments to resolve incorrect product information, freebies, promotions, pricing or advertising

Process orders, refunds and returns promptly and accurately

Follow up on fulfilment issues and arrange appropriate compensation when required

Record customer feedback and reviews in the CRM to support service improvements

Collaborate with cross-functional teams on front-end feature and product development, campaign execution, and fulfilment processes

Coordinate and monitor daily operations and performance of external customer service and social media agencies

Prepare regular reports for management on customer satisfaction and service performance

Do you have experience in Retail/ FMCG?

Ability to work within a structured environment with dependent timelines and SLAs

Customer oriented, detail-minded with excellent problem-solving skills

Strong passion for delivering a positive customer experience, highly motivated with strong initiative

Strong verbal and written communication skills, with excellent interpersonal and relationship building skills

Proficiency in MS Office (Word, Excel, Power Point) and Chinese Word Processing

2-3 years experienced in eCommerce, FMCG or solid operation support is an advantage

Less experience will be considered for Customer Service Officer

Mannings is the leading health and beauty chain in Hong Kong with over 300 stores, territory-wide. Our trusted reputation is based on Mannings' commitment to improve customer health and personal care, leading to ten consecutive years of being voted \"No. 1 Most Preferred Brand\" in Hong Kong. Our culture is open and progressive - simply to achieve the best for our customers both externally and internally. Applications are welcomed from high calibre individuals to join our growing team.