Bilingual Customer Service Specialist, Chinese and English
Hong Kong, China
Help shape the next generation of ecommerce for the next generation of consumer.
About the role
Customer Service Specialists are on the front lines of helping our customers. The CS Rep plays an important role in handling the day-to-day contacts and resolving issues from our customers via email, chat and phones. They will also provide input into improving the customer experience and processes. This role has excellent growth potential within Customer Service.
What you'll do
Resolve questions and achieve customer satisfaction from our customers and internal teams.
Take ownership of individual customer queries, collaborating with internal teams to ensure positive outcomes for our customers.
Help manage the customer experience through the order fulfillment process.
Ensure strong customer satisfaction by meeting quality standards and service response time objectives across all contact channels.
Strike the right balance between company policies and procedures and customer benefits to ensure consistency, high quality, and operational excellence across Customer Service and StockX.
Identifying opportunities to improve processes and policies that will positively impact the customer experience.
Additional tasks and responsibilities to achieve customer satisfaction as directed by leadership to fulfill business needs.
Minimum of 2 years of experience managing high volume queues ideally gained in a fast-paced work environment
This position requires that you handle various contact types including: Chat, Email, Inbound and Outbound voice calls with our customers
Previous customer service & call center experience
Logical problem-solving skills
Possess situational awareness to identify and escalate matters that require urgent attention
A passion for providing an exceptional level of customer service
Excellent written, verbal and interpersonal communication skills (Strong communicator who can explain complex information in simple ways)
Bilingual: English x Mandarin and/or Cantonese is a must
Our global platform offers unprecedented access to current culture while our data-driven, bid-ask model provides buyers with the real-time visibility to know they’re getting a fair price. And, unlike other ecommerce sites, StockX hand-checks every purchase (20,000+ daily trades) at one of our regional authentication centers.
StockX’s special formula has rocketed the company to a multibillion dollar valuation, with 10M+ lifetime trades on the platform—more than half of those coming in the last year. And we’re just getting started.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.