Customer Service
on 2021-12-09 55 views

Merchant Success Assoicate


SHOPLINE members View more

  • Alvin Cheng

  • Natalie Ng
    Business (Finance, HR etc.)

What we do

Founded in 2013, SHOPLINE is one of the Asia’s biggest smart commerce platform that empowers merchants to succeed everywhere. We provide a full-featured platform that allows merchants to easily build their online shop and deliver a seamlessly omni-channel experience.

SHOPLINE’s key services include inventory and sales management, regional logistics, payment gateways, data analytics tools, storefront theme designs, local customer support, and everything you need to create a store. SHOPLINE has offices in Hong Kong, Taiwan, Kuala Lumpur, Ho Chi Minh City, Shenzhen, Guanzhou, Singapore and Bangkok. To date, SHOPLINE has helped over 250,000 merchants to open their online stores.

Our team is agile and we provide benefits and support comparable to overseas startups. If you are interested in e-commerce or working in a startup environment, come talk to us!

Why we do

We believe SHOPLINE’s platform is a powerful tool to help entrepreneurs to achieve their entrepreneurial dreams. We hope to create an ecosystem with rich resources where entrepreneurs will have the opportunity to be their own boss, help one another, develop their own franchise and be able to sell globally through their online shop.

How we do

In SHOPLINE, we believe in PLAY AS A TEAM, POSITIVE COMMUNICATION, STRIVE FOR EXCELLENCE and EMBRACE CHANGES. A winning business is built on a high performance delivered by great people which comes from the behaviours we exhibit at work that underpin these SHOPLINE core values.

As a new team member

Job Description
SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.

Manage customer success and happiness of our 22,000+ merchants by providing top-notch support and service to all of our merchants in the region
Answer incoming questions via live chat, email and phone calls, handle customer enquiries
Handle general enquiries for transactions processing
Provide effective feedback to the product team to prioritise development tasks and suggest new product features
Be a strong advocate for our brand and product, interact and build a community of loyal customers
Perform other administrative duties pertaining to all marketing and sales activities
Prepare and present a workshop event for our merchants
Meet Retention target
May require for shift duty

Tertiary education or equivalent, at least 1 year’s customer service experience, preferred in e-commerce but not necessary
Experience in any customer facing role is preferred
Experience in working in Payment Gateway Providers is preferred
Good command of spoken and written in English, Putonghua and Cantonese
Proficiency in typing both English and Chinese
POS experience is a plus
Customer-focused attitude
Excellent customer service skills, effective interpersonal, presentation and communication skills
Detail-minded, high organisational and able to manage multi-tasks skills
Work under pressure and good time management skills
Self-starter and good team player
Positive attitude, patient with people and willing to learn
Curious and interested in technology and new products
Immediate available is preferred

Our team is smart, friendly, self-driven, and passionate about the work we do.
We work in a collaborative open space where we encourage creativity and ideas flow freely.
You’ll be able to steer the future roadmap to improve our products, big or small, and see the results of your products reach our customers.
Get to work with flexible working hours. Our priority is on getting the job done.
Flat structure environment, you will be able to work independently and make your own choices.
We provide guidance and mentorship to polish your technical skills as well as your entrepreneurship mindset.
Ability to deploy and launch your work daily. No need to wait for lengthy management approval.
We are one of the standout tech startups in Hong Kong, targeting a huge opportunity in Asia.
SHOPLINE is a part of the 500 Startups Accelerator and Incubated by Hong Kong Cyberport, giving us a massive network of advisors and resources globally.

Other users cannot see whether or not you're interested.
Company info
  • 21/F, Nam Wo Hong Building, 148 Wing Lok Street, Sheung Wan, HK
  • Merchant Success Assoicate