Customer Care Consultant

HBX is a global e-commerce platform and retail destination for the world’s most well-known and up-and-coming brands in menswear, womenswear and lifestyle from around the world. Curating a truly global and exciting assortment at the leading edge of culture, HBX focuses on delivering the latest, trend-setting fashion, accessories, shoes, home and lifestyle goods to its customers. With the HBX e-commerce platform shipping to over 80 markets worldwide, it has a retail store in Hong Kong.

We are seeking a Customer Care Consultant to join our team! As the first point of contact, this position will be responsible for handling daily communications with our global customers in a timely and professional manner. An understanding of how the e-commerce business operates will be beneficial to this role and the ability to work cross-functionally with all e-commerce departments will also be crucial. You will be working with a team to provide exceptional customer service. So if you are a talented individual with a strong work ethic and are interested in establishing your career in e-commerce, then we want to meet you!

Responsibilities::
• Provide exceptional service across multi-channels for all customer communications.
• Handle cases with a high level of professionalism and customer centric mindset.
• Actively manage customer service related documents for internal tracking and cross team awareness.
• Maintain a high level of service awareness at all times.
• Work cross-functionally with other e-commerce departments.
• Support reporting manager with ad-hoc tasks and duties.

Requirements::
• Degree, High Diploma or Associate Degree holder.
• Experience in customer service or related fields is highly preferred. Experience in the e-commerce industry will be a plus.
• Fluent in Chinese and English for both spoken and written communication.
• Experience with CRM, Case Management, Live Chat, AI tools is preferred.
• Excellent interpersonal and communication skills, and the ability to build rapport with customers and relationship management.
• Possess a proactive solutions mindset; organized and detail oriented with strong time management skills.
• Ability to multi-task and troubleshoot.
• Proficient in basic administrative office suite software e.g. MS Office, Google Drive.
• Work hours: 13:00-22:00 (1.5 hour break)
• Available to work during the weekend, busy periods and/or public holidays.

If you think you’ve got what it takes, please provide your CV, cover letter and expected salary.

This position is based and located in Shenzhen. Candidate must be eligible to work in China.

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