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Senior Customer Care Representative (Internal Only)


Aim of Role

  • Responsible for delivering the 5-star customer service for the Greater China market
  • Support the digital business to achieve the company goal
  • Manage and support the development of the Customer Care team  


  • Manage, drive and deliver excellent customer service for the Greater China market
  • Lead the team to resolve the issue quickly and follow up proactively
  • Be a strong team player and able to work independently to provide outstanding customer service by actively recommending suitable products for the customers to drive link-sell, ensuring customer satisfaction via all the channels including but not limited to incoming calls, email, live chat and the social media
  • Be a mentor of the junior team members and coach them through the onboarding period
  • Handle customer calls, email inquiries and online chat for all China digital e-commerce platforms and branded Hong Kong and Macau website.
  • Provide training materials and deliver to the team members and the Tmall Partner, including product, brand values training etc.
  • Ensure the Tmall Partner supports be taken place when necessary
  • Provide insight and feedback about customer needs
  • Provide administrative support to the management
  • Report to Customer Care lead and handle ad-hoc tasks whenever necessary with good collaboration with the rest of the e-commerce team / the company

Our Perfect Match:

  • 3-4 years relevant experiences in customer service, preferably some working experience in China.
  • Proven excellent customer service skills
  • Strong interpersonal and communication skills in Cantonese, Mandarin and English, preferably native in Mandarin.
  • Proactive, with a love to help people and the ability to always put the customer first
  • Able to work under pressure and good at multi-tasks
  • Proficient in PC skills
  • Strong administrative skills
  • Willing to work at weekends and public holidays; and 5 days per week.

Interested candidates please send your CV and cover letter to [email protected].

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