Senior Customer Service Specialist, Retail Customer Care

The ideal candidate will have extensive experience working in a fast-paced B2C e-commerce environment. Retail Customer Care specialist will receive training to enable them to learn and support customers. You will case manage extraordinary situations and complex assignments requiring considerable judgment and initiative, championing swift resolution for each customer contact. You are empowered to review and make exceptions to existing policies, making sound judgments that balance the needs of the customer with the needs of the company. You are expected to determine methods and procedures on new assignments, completing tasks in resourceful and effective ways. You will understand the broader implications of your work, identifying operational issues and making recommendations for solutions and process improvements. You are expected to provide key support for the Retail Contact Centre’s customer-facing specialists and may act as an informal leader or mentor. You will communicate official positioning on company issues and work collaboratively with different departments to ensure a successful resolution of complex customer concerns. You are expected to demonstrate resilience in handling challenging situations, working quickly and efficiently under deadline pressure. You are expected to achieve performance goals set out by the business while setting an example of excellent customer service. Minimum Qualifications A passion to provide exceptional customer service, with a proven track record of handling complex escalations/situation. Advanced judgment, negotiation, and problem-solving skills with the ability to analyze issues and find effective solutions. Strong interpersonal communication and active listening skills, with the ability to convey official positioning clearly and professionally. Outstanding ownership and follow-through skills. Demonstrated ability to thrive in a fast-moving and varied environment, remaining cool under pressure. Makes space to listen, learn, and amplify diverse perspectives and experiences. Actively seeks out opportunities to champion and celebrate inclusion and diversity. A team player who instills trust, actively contributes to a positive work environment, and can act as a resource and informal leader for others. Fluent verbal and written communication skills in Mandarin and English. Be able to work with a flexible schedule and a five day work week with shifts (e.g., between 9am-11pm). This may include weekends, holidays, and additional work during high volume times of the year. Preferred Qualifications Working level of Cantonese language skill is preferred. Bachelor's degree or equivalent experience. Function well in a dynamic, performance-based customer-facing environment where results are monitored, recorded, and assessed.