Customer Service Executive

Job Title: Customer Service Executive

Location: Hong Kong

Overview

We are seeking a customer-focused and detail-oriented Customer Service Executive to join a global healthcare/consumer brand team in Hong Kong. This role handles day-to-day customer inquiries and service requests with professionalism and empathy, ensuring accurate order processing, effective issue resolution, and a high-quality customer experience. The ideal candidate is organised, responsive, and comfortable working with internal teams to meet service standards.

Key Responsibilities

• Customer Inquiries & Support: Respond to customer enquiries via phone, email, and online channels; provide accurate information and assistance.
• Order & Fulfilment Coordination: Support order processing, confirmations, returns, and related administration in line with internal procedures.
• Case Management: Log, track and manage customer cases to resolution; ensure timely updates and follow-through.
• Issue Resolution: Investigate and resolve service issues (e.g., delivery delays, product questions, billing discrepancies) by coordinating with internal teams or suppliers.
• Documentation & Data Accuracy: Maintain accurate records in CRM/ticketing systems; ensure documentation is complete and up to date.
• Customer Feedback Handling: Capture customer feedback and escalate trends or recurring issues to relevant departments.
• Service & Compliance: Follow company policies and customer service standards; handle sensitive information confidentially.
• Ad-hoc Support: Perform additional administrative tasks or project support as required (e.g., reporting, audits, process improvements).

Qualifications

• Education: Diploma or Bachelor’s degree (or equivalent) in any discipline; Customer Service, Business Administration or related fields are preferred.
• Experience: 1–3 years’ experience in customer service, call centre, e-commerce support, or operations (healthcare/beauty/FMCG experience is a plus).
• Communication Skills: Excellent Cantonese and English (written and spoken). Mandarin is an advantage.
• Customer Mindset: Strong service attitude, empathy, and professionalism when handling complaints or urgent matters.
• Attention to Detail: High accuracy and strong follow-up skills; able to manage multiple cases concurrently.
• IT Skills: Proficient in MS Office (Excel/Word) and comfortable using CRM/ticketing systems.
• Working Style: Reliable, proactive, and able to work effectively with internal stakeholders.

What We Offer

• Stable customer service role with a structured onboarding and support.
• Opportunity to build expertise in customer operations within a healthcare/consumer environment.
• Competitive salary and benefits package (details provided during interview).

How to Apply

Please submit your CV and a brief cover note highlighting your customer service experience, your preferred working arrangement (if applicable), and your earliest availability. Shortlisted candidates will be contacted for the next steps.