Inbound and Outbound Caller

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Respond to incoming calls from customers, clients, and business partners.

• Initiate outbound calls to follow up on inquiries, verify order details, and provide updates on deliveries.

• Address inquiries related to products, online orders, deliveries, marketing campaigns, and company services across both retail and wholesale channels.

• Assist with tracking orders, handling returns, exchanges, refunds, and account-related inquiries.

• Support the processing of wholesale and retail orders, including order placement, product availability verification, and data entry of order details.

• Manage inquiries related to marketing and PR services, directing them to the relevant team.

• Oversee retail and wholesale email support, including handling order inquiries, confirmations, and post-purchase questions.

• Provide precise information regarding products, pricing, and shipping.

• Record customer interactions and keep CRM records up to date.

• Address customer issues or escalate complex matters to the E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams.

• Achieve customer service metrics related to response times, call quality, email reply speed, and customer satisfaction.

⛳️ Requirements

• A Bachelor’s degree in Communications, Business, or a related field is advantageous; equivalent practical experience or an outstanding portfolio is appreciated.

• Preferred minimum of 2 years of experience in customer service, call center, e-commerce, or client support roles.

• Exceptional verbal and written communication skills in English.

• Strong abilities in problem-solving and conflict resolution.

• Proficient in using CRM systems, order management platforms, and basic office software.

• Capability to multitask and work effectively in a fast-paced environment.

• Willingness to adapt to flexible schedules when necessary.

• Experience with e-commerce platforms such as Shopify, WooCommerce, Amazon, or similar is a plus.

• Familiarity with digital marketing, public relations, or client services is beneficial.

• Keen attention to detail and strong organizational skills.

• A customer-first approach with a positive and professional demeanor.

• Ability to establish rapport with customers and clients while upholding professionalism.

• Availability to work weekends or holidays if business needs require it.

• Comfort in managing 50–100 inbound calls, emails, or live chats daily.

• Experience in managing order tracking, returns, refunds, shipping, or product inquiries.

• Comfort with making cold or warm outbound calls.

• Fluent communication skills in English.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Equal opportunity employer.