Inbound & Outbound Caller

Sterry Limited; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job description

The Role We are looking for a proactive and customer-focused Inbound & Outbound Callerto manage incoming calls, proactively handle outbound calls, and inquiries for our e-commerce, public relations, and marketing services. The ideal candidate is an excellent communicator who can provide exceptional customer support, assist with order- and service-related concerns, and ensure every customer interaction reflects our commitment to quality and professionalism.

What You’ll Do

Answer inbound calls from customers, clients, and business partners in a professional and friendly manner.

Proactively make outbound calls when necessary to follow up on customer inquiries, confirm order details, or provide delivery updates.

Respond to inquiries related to products, online orders, deliveries, marketing campaigns, and company services across both retail and wholesale channels.

Assist customers with order tracking, returns, exchanges, refunds, and general account inquiries.

Support wholesale and retail order processing by helping customers place new orders, verifying product availability, and accurately entering order details into the system.

Handle client inquiries regarding marketing or PR services and direct them to the appropriate team when needed.

Manage email support for both retail and wholesale customers, responding to initial order inquiries, order confirmations, and post-purchase questions.

Ensure timely and professional email correspondence, addressing customer concerns and providing accurate information regarding products, pricing, and shipping.

Accurately document all customer interactions - both inbound calls and outbound communications and maintain up-to-date records in the CRM system.

Resolve customer concerns promptly or escalade complex issues to the appropriate department.

Escalate complex or unresolved issues to the appropriate department (E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams) with clear and thorough documentation.

Meet or exceed customer service performance metrics, including response time, call quality, email reply speed, and customer satisfaction scores.

Who You Are

Education: Bachelor's degree in Communications, Business, or related field is a plus - but what truly matters is what you can build. A standout portfolio or equivalent hands-on experience is just as valued.

At least 2 years of customer service, call center, e-commerce, or client support experience is preferred.

Excellent verbal and written English communication skills.

Strong problem-solving and conflict-resolution abilities.

Comfortable using CRM systems, order management platforms, and basic office software.

Ability to multitask and work efficiently in a fast-paced environment.

Willingness to work flexible schedules when required.

What You’ll Bring

Experience supporting e-commerce platforms (e.g., Shopify, WooCommerce, Amazon, or similar).

Familiarity with digital marketing, public relations, or client services is a plus.

Strong attention to detail and organizational skills.

Customer-first mindset with a positive and professional attitude.

Ability to build rapport with customers and clients while maintaining professionalism.