LE CREUSET HONG KONG LIMITED_香港商酷彩法廚有限公司臺灣分公司

Summary We are looking for a Customer Service Executive to support our customers in Hong Kong, ensuring every interaction is smooth and satisfying. This role is responsible for handling customer inquiries, complaints, and support requests across multiple channels, maintaining customer data, and assisting with CRM-related tasks. The ideal candidate is fluent in Cantonese, Mandarin, and English. This role requires excellent communication skills, proficiency in data management, and a strong customer service mindset to enhance customer satisfaction and maintain the brand’s reputation. Main Responsibilities 1. Customer Contact and Support: - Manage inbound customer inquiries via email, phone, social media, and postal mail. - Handle inquiries related to pre-sales, transactions, and post-sales support, including online store orders, product-related questions, membership issues, partnership opportunities, corporate procurement, and retail store orders. - Provide localized support for Hong Kong customers, ensuring solutions align with market-specific expectations and regulations. - Direct inquiries to the appropriate team when necessary and ensure timely follow-ups. - Deliver caring and professional service to key customers, building strong relationships and loyalty. - Maintain accurate, timely, and well-documented responses to all customer requests. 2. Customer Data Maintenance: - Maintain and update customer data accurately and promptly. - Generate and maintain the monthly birthday coupon list. - Support the maintenance and management of customer data, including data reconciliation, integration, and audits. - Assist in data analysis, data mining, and reporting to provide valuable business insights. - Consolidate loyalty program communications and redemption program. 3. Customer Inquiries and Complaint Handling: - Address customer concerns regarding product selection, usage, and troubleshooting. - Investigate and resolve Hong Kong-specific customer complaints, identifying root causes and providing appropriate solutions (e.g., product replacement, repairs, refunds, and returns). - Escalate complex cases to the relevant department or supervisor to ensure efficient resolution. 4. Order and Account Management - Assist customers with order status inquiries, payments, and logistics tracking. - Handle customer account requests, including information updates, invoice issues, and return processes. 5. Others - Work closely with Marketing, Sales, Finance, and Logistics teams to enhance customer service experiences. - Support customer service for both online and offline channels. Qualifications: • Must be fluent in Mandarin, Cantonese, and English (both written and spoken) to handle multilingual customer inquiries. • At least 2 years of experience in customer service, preferably in B2C e-commerce, retail, cookware, kitchenware, or home products. • Proficiency in CRM systems (e.g., Dynamics 365, Cegid, Salesforce) and customer data management. • Detail-oriented and well-organized, capable of managing high inquiry volumes with accuracy. • Strong problem-solving skills, handling customer issues efficiently and professionally. • Customer-first mindset, enjoys engaging with people and providing support. • Highly responsible, capable of handling tasks under pressure. • Adaptive and flexible, able to thrive in a fast-paced environment. • A team player, working collaboratively across departments to enhance service efficiency.