Inbound & Outbound Caller

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

📋 Description

• Professionally and courteously respond to incoming calls from customers, clients, and business partners.

• Place outgoing calls to follow up on customer inquiries, confirm order specifics, 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, processing returns, managing exchanges, issuing refunds, and handling general account questions.

• Facilitate order processing for both wholesale and retail, which includes placing orders, verifying product availability, and inputting order details.

• Manage inquiries concerning marketing and public relations services and route them to the appropriate teams.

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

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

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

• Address customer issues efficiently or escalate complex matters to the relevant department with thorough documentation.

• Achieve or surpass customer service metrics, such as response times, call quality, email reply speed, and customer satisfaction ratings.

⛳️ Requirements

• A Bachelor’s degree in Communications, Business, or a related field is advantageous; relevant hands-on experience or an impressive portfolio is equally valued.

• A minimum of 2 years of experience in customer service, call center operations, e-commerce, or client support is preferred.

• Exceptional verbal and written communication skills in English.

• Strong problem-solving capabilities and conflict resolution skills.

• Proficiency in using CRM systems, order management tools, and basic office software.

• Ability to multitask and operate effectively in a fast-paced environment.

• Open to working flexible hours when necessary.

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

• Familiarity with digital marketing, public relations, or client service roles is a plus.

• Excellent attention to detail and organizational abilities.

• A customer-centric mindset paired with a positive and professional demeanor.

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

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.