Ecommerce Customer Service Officer or Senior Officer (Shift Required)

Gain City Group of Companies; Hong Kong; On-site; HKD 172,000 - 246,000; Full time

Benefits offered by this job

Annual wage increment

Staff Purchase Discount

Flexi-work arrangements

Career progression

Transport claims

Professional and training development

Medical benefits

Job summary

Gain City Group of Companies is seeking an Ecommerce Customer Service Executive / Senior Executive to be the first point of contact for online customers, handling inquiries, resolving issues, and supporting order processing with professionalism and care.

You will manage high call volumes, assess customer needs, and follow standard procedures to ensure timely resolutions while upholding service excellence across retail channels.

Qualifications

• Minimum 1 year of experience in the related field.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Able to work retail hours, weekends and public holiday.
• Those with 2-3 years experience will be considered for Senior CSO.

Responsibilities

• Managing large amount of incoming calls, order processing and customer service inquiries
• Identifying and assessing customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customers’ complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies

Skills

Phone handling

Active listening

CRM systems

Customer focus

Communication skills

Time management

Tools

CRM software

Job description

About Gain City

At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact.

About the Role

We are looking for a dedicated and customer-oriented Ecommerce Customer Service Executive / Senior Executive to join our team. In this role, you will be the first point of contact for our online customers, ensuring that every interaction is handled with professionalism, efficiency, and care. You will play a key part in managing customer enquiries, resolving issues, and supporting order processing, all while upholding Gain City’s reputation for service excellence.

Responsibilities:

• Managing large amount of incoming calls, order processing and customer service inquiries
• Identifying and assessing customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customers’ complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies

Requirements:

• Minimum 1 year of experience in the related field.
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Able to work retail hours, weekends and public holiday
• Those with 2-3 years experience will be considered for Senior CSO

Benefits:

• Annual, childcare, maternity/paternity, medical and dental benefits
• Career progression
• Annual wage increment
• Transport claims
• Professional and training development
• Staff Purchase Discount
• Flexi-work arrangements

Note:

Only shortlisted candidates will be notified.