OnTheList is a pioneering concept of Members-Only Flash Sales, offering members exclusive access to luxury brands at discounted prices, for a limited number of days. Members are Invited by an e-mailed barcode to a specific location for the 3 or 4 day event.
OnTheList offers brands a sustainable option to clear past-season merchandise; turning old inventory into opportunity whilst simultaneously paving an additional channel to a wider consumer market. Working directly with over 300 brands or their official distributors, OnTheList offers its members authentic and quality products with the promise of being the best deal in town.
Great deals combined with attractive brands allow OnTheList to provide the ultimate omni-channel shopping experience for their members, both instore and through their online platform. Just remember - the flash sales last for a limited time only, so make sure you’re OnTheList!
Customer Care Executive
The role is supporting the marketing team to maintain a high level of customer satisfaction by resolving customer related issues; and enhance member loyalty by establishing rapport with the members across APAC market of Hong Kong, Singapore, Taiwan, and China (Q4 2019). Act as the first contact point of OnTheList retail and e-commerce market, to consistently deliver an exceptional customer experience to our global customers during their shopping journey.
WHAT WE WILL TRUST YOU WITH
-To handle & follow up daily customer enquires from instore & online flash sale in a timely and professional manner, including product & pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support
-Always take ownership of each customer journey, resolving queries and complaints appropriately through accurate and personalized solutions
-Develop professional customer service guidance and offer support to regional markets
-Loyalty Program Support
-To provide upscale concierge services related to membership mobile application and OnTheList Premium loyalty programs, through member acquisition, tier rewards, member benefits, and all aspects of the loyalty program
-To promote & execute OnTheList Premium campaign in order to achieve the aggressive growth of member usage
-To initiate and actively listen to Premium members’ enquiries
-Liaise with internal departments, connecting across the business to fulfill customer need
-Handle administrative work e.g. point adjustment, voucher redemption, etc.
-To support ad-hoc projects as assigned
Report & Analysis
-Prepare regular reports to analyze/evaluate members’ feedback and provide guidance to frontline team on enhancing customer experience
-Perform market intelligence of understanding members’ needs, service gap, competitors’ movements, etc.
WHAT IT TAKES
-Degree holder in hospitality or a related field, such as business administration, marketing, etc
-Minimum 1 years’ experience in customer services or hospitality, online retail management experience
-Strong background of customer service experience in related field is essential
-Customer-oriented mindset with good telephone and written communication manner
-Highly-proficient in spoken and written English and Chinese (Cantonese & Mandarin)
-Excellent interpersonal, communication, coordination and problem-solving skills
-Candidates with strong customer loyalty related experience are preferred
-Well-organized, detail-minded, self-motivated, high responsibility
-Excellent MS Excel, Word and PowerPoint skills essential
- Flat structure with real opportunity to work with our Co-founders to build the future of OnTheList
- Join one of the top fastest-growing startups in Hong Kong with a flexible working culture.
- Join passionate people that challenge the norm and makes brilliant ideas happen
- Responsibilities from day one with a steep learning curve, with the possibility to grow within your scope/team