Sales & Customer Care Consultant
YOOX
Hong Kong
6天前

Operations are now seeking a talented Sales & Customer Care Consultant to join the Customer Care team. Some of the essentials for you to know are :

Location : Hong Kong

Department Size : 35 (Approx.)

Reporting into : Customer Care Assistant Manager

Besides a competitive salary, we can offer you :

  • Performance bonus schemes dependant on the type of role you are in
  • Our famous staff discount along with exclusive staff sales
  • MPF plus voluntary contribution from the company
  • Multi-purpose insurance
  • Rental Reimbursement Program
  • Flexible working
  • A chance to be part of a fun and caring team that support each other
  • Here is a breakdown of what you’ll be doing :

  • Be the first point of contact, you will consistently deliver an exceptional customer experience
  • Address customer enquiries through a number of channels including phone, email, chat and social, working within brand guidelines
  • Work proactively to efficiently resolve customer queries, identifying appropriate solutions accurately and positively, whilst anticipating future needs of the customer
  • Confidently sell through service in offering styling advice to meet customer needs and effective questioning through positive engagement
  • Act as the customer advocate within the business, escalating issues and providing customer feedback to the relevant commercial and operational teams
  • Answer a wide variety of customer enquiries including; product enquiries, styling advice, returns or repairs, pricing questions, order delivery timescales and conveying a solution focused message to the customer at all times
  • Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the customer
  • Achieve and exceed productivity, KPI’s and sales targets without comprising the delivery of exceptional customer service
  • Strong ability to communicate effectively in English, Mandarin and Cantonese
  • A customer centric approach in all your work
  • Demonstrable experience in providing exceptional customer service
  • Worked in a customer care environment, preferably in the luxury retail sector
  • A sales driven approach
  • Background in ecommerce (preferably)
  • Great commercial judgement and critical thinking
  • A flexible attitude and are a keen problem solver
  • Knowledge and enthusiasm for fashion
  • Passion and desire to work proactively, offering an exceptional experience
  • A high level of maturity, poise and finesse to work with luxury and exceptionally demanding clients
  • Self-motivation, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals
  • Ability to learn quickly and absorb extensive information on our brands and product offerings
  • Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems
  • Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers
  • Flexibility and are available to work during hours of operation, including weekends and during busy periods there is an expectation to work additional shifts
  • Ability to speak and write in native level English
  • Good dose of common sense
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