Client Service Associate (Luxury Fashion, Mandarin and AUNZ Market)

What is your mission?

You will help us deliver excellent service to our partner brands by performing these tasks:

• Provide excellent customer experience via all relevant communication channels (telephone, email, live chat and other social media).
• Identify and analyse trends in customer satisfaction/dissatisfaction levels and provide appropriate improvement plans to drive sales through professional and courteous client interactions.
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations.
• Collaborate with existing customer service team to provide strong after-sales services by cultivating new and existing client relationships through exceptional service; developing and executing a clienteling plan for the clients and prospects, personalize relationship and anticipate their needs.
• Accurately process all required data/information using appropriate systems and tools while adhering to the company’s group data security policy and escalating emergencies to the team leader while providing solutions for improvements.
• Stay abreast of launches, campaigns and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System.

Who are we looking for?

• Candidate must possess at least a Diploma or Degree in any field.
• Two (2) years of work experience in the retail sales or customer service in luxury / high-end goods domain or experience in contact centre/e-com related activities is required for this position.
• Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.
• Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).
• Excellent verbal and written communication skills in English and Mandarin to support AUNZ and Mandarin-speaking customers. Proficiency in speaking Cantonese and writing Traditional Chinese is a plus.
• Comfortable working with computers and multiple systems; Salesforce, SAP and CRM are a plus.
• Flexibility with working in shifts and working on weekend and public holidays if required.

Additional Information

• Working days: 5-day work week between Monday to Saturday (inclusive of Public Holidays)
• Working hours: Rotating shifts between 7am to 9pm depending on operational needs, 44 working hours a week
• Work location: Chai Chee
• Work arrangement: Please note that this role is 100% onsite
• Commencement Date: October 2026