Customer Care Coordinator (Contract)

Customer Care Coordinator (Contract)

Contract, Remote

Founded in Hong Kong in 2016 by the couple Delphine Lefay and Diego Dultzin Lacoste, OnTheList is Asia's first members-only flash sales concept.

OnTheList works directly with retail brands and official distributors, turning old inventory into opportunity by providing a sustainable way for brands to sell past-season items that would have otherwise ended up in landfills, while providing the best deals and steep discounts to our OnTheList members.

Since launching in Hong Kong in 2016, OnTheList has hosted over 6,350 flash sales and has built a community of over 1.53 million members across all regions. We've since expanded to Singapore, Australia, Malaysia, Korea, Shanghai, Beijing, Thailand, Dubai, and Saudi Arabia with plans to expand to more strategic markets.

Sustainability is rooted in who we are and motivates us to continue our mission. To date, we have saved over 9.85 million items from ending up in landfills. Forming OnTheLove, our CSR initiative, has allowed us to deepen our commitment to minimizing our carbon footprint while working with local organizations and hosting regular charity sales.

At OnTheList, our values guide everything we do: Family Spirit is driven by humility, fostering genuine connections with our community. Panache reflects our passion for delivering exceptional experiences. Sustainability is rooted in our commitment to creating a positive impact on the world around us, while Excellence is driven by Cooperation and teamwork.

To cope with our upcoming flash sales we are looking for Customer Service Coordinator to join us.

If you're after a challenge, are proactive and love luxury brands, this role might just be for you!

Customer Care Coordinator

Act as the first point of contact for customer inquiries via email, supporting both retail and e-commerce operations. Provide clear, timely, and professional responses to customer questions regarding orders, deliveries, products, and post-sales issues — following established guidelines and escalating complex cases when needed.

WHAT WE WILL TRUST YOU WITH...

Customer Support (Email Only)

• Handle and follow up daily customer inquiries for both in-store and online platforms in a timely and professional manner
• Manage customer complaints effectively and provide the best appropriate solutions to meet both customers needs and business objective
• Offer exceptional & courteous services to our members and provide support to our regional markets

Internal and External Collaboration

• Maintain good communication with external warehouse and delivery teams to ensure orders are packed well and delivered on time
• Work closely with different internal departments on pre-sale and after-sale issues
• Coordinate with brands or third parties for after-sales support as instructed

Ad-hoc Support

• Support ad-hoc projects as assigned by supervisor

WHAT IT TAKES...

• 1–2 years CS experience (e-commerce/call centre preferred)
• Customer-oriented mindset with good written communication manner
• Fluent in spoken and written Chinese (Cantonese & Mandarin) AND good command of spoken and written English – both are required
• Self-disciplined and high responsible.
• Basic MS Office skills (Excel, Word, PowerPoint)

客戶服務專員

作為顧客透過電郵查詢的第一聯絡專員,支援門市及電商業務營運。針對訂單、配送、產品及售後相關問題,遵循公司既定規範,給予清晰、適時且專業的回覆;遇複雜個案時,按程序進行升級處理。

主要職責

顧客支援(僅電郵渠道)

• 及時且專業地處理及跟進門市及線上平台的日常顧客查詢
• 有效處理顧客投訴,提供最合適的解決方案,同時兼顾顧客需求與公司營運目標
• 為會員提供貼心優質的禮貌服務,並支援各地區市場業務內外部協作
• 與外部倉庫及物流配送團隊維持良好溝通,確保訂單妥善包裝並準時送達
• 與公司內各部門緊密合作,處理售前及售後相關事宜
• 按上級指示,與品牌方或第三方單位協調售後支援工作臨時支援
• 配合主管指派,支援各項臨時專案工作

任職要求

• 具 1–2 年客戶服務相關經驗(具電商或客服中心經驗者優先)
• 具良好客戶服務態度及文字溝通能力
• 能流利使用中文(廣東話及普通話)及英語進行書寫及溝通
• 工作積極主動、具責任感及能獨立處理工作
• 熟悉基本 Microsoft Office 辦公軟件(Excel、Word、PowerPoint)