Customer Care Consultant (Ecommerce)

TL;DR

Customer Care Consultant (Ecommerce): Handling daily communications with global customers for a global e-commerce platform with an accent on professional multi-channel support and cross-functional collaboration. Focus on managing customer service documentation, troubleshooting cases, and ensuring high service awareness across the customer journey.

Location: Must be based in Shenzhen and eligible to work in China

Company

HBX is a global e-commerce platform and retail destination for the world’s most well-known and up-and-coming brands in menswear, womenswear and lifestyle.

What you will do

• Provide exceptional service across multi-channels for all customer communications.
• Handle cases with a high level of professionalism and a customer-centric mindset.
• Manage customer service related documents for internal tracking and cross-team awareness.
• Work cross-functionally with other e-commerce departments.
• Support reporting manager with ad-hoc tasks and duties.

Requirements

• Degree, High Diploma or Associate Degree holder.
• Experience in customer service, preferably within the e-commerce industry.
• Fluent in Chinese and English for both spoken and written communication.
• Proficient in basic administrative office suite software (MS Office, Google Drive).
• Availability to work during weekends, public holidays, and busy periods.
• Must be eligible to work in China.

Nice to have

• Experience with CRM, Case Management, Live Chat, and AI tools.

Culture & Benefits

• Opportunity to establish a career in the global e-commerce industry.
• Work within a trend-setting, culture-focused retail environment.
• Exposure to a global assortment of high-end fashion and lifestyle brands.