Customer Care Executive

Job Description

Founded in Hong Kong in 2016 by the French couple Delphine Lefay and Diego Dultzin Lacoste, OnTheList is a leading premium flash sales concept in Asia and the Middle-East. OnTheList works to minimize the problem of excess stock by turning past-season inventory into sustainable opportunities. OnTheList works directly with retail brands and official distributors, turning old inventory into opportunity by providing a sustainable way for brands to sell past-season items that would have otherwise ended up in landfills, while providing the best deals and steep discounts to our OnTheList members. Since launching in Hong Kong in 2016, OnTheList has hosted over 5,200 flash sales and has built a community of over 1.3 million members across all regions. We’ve since expanded to Singapore, Australia, Malaysia, Korea, Shanghai, Beijing, Thailand, and Dubai.

Sustainability is rooted in who we are and motivates us to continue our mission. To date, we have saved over 8.2 million items from ending up in landfills. Forming OnTheLove, our CSR initiative, has allowed us to deepen our commitment to minimizing our carbon footprint while working with local organizations and hosting regular charity sales.

At OnTheList, our values guide everything we do: Family Spirit is driven by humility, fostering genuine connections with our community. Panache reflects our passion for delivering exceptional experiences, while sustainability is rooted in our commitment to creating a positive impact on the world around us. Excellence is driven by the cooperation of our teams.

This role is supporting the OnTheList to maintain high level of customer satisfaction by resolving customer related issues; and enhance member loyalty by establishing rapport with the members across Singapore and Malaysia. 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...

Customer Services

• To handle & follow up daily customer enquiries from general enquiries, in store & online flash sales and private sales in a timely and professional manner, including membership & loyalty program, product & pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support etc.

• Always take ownership of each customer’s journey, resolving queries and complaints appropriately through accurate and personalized solutions.

• Develop professional customer service guidance and offer support to Singapore and Malaysia.

• Coordinate accordingly with internal and external parties to ensure a smooth customer shopping experience.

• Liaise with warehouse on all orders matters (products, pick, pack, delivery, exchange, return etc)

Membership Support

• To promote & execute OnTheList Premium campaign to achieve the growth of member usage

• To initiate and actively listen to Premium members’ enquiries

• Liaise with internal departments, connecting across the business to fulfill customer needs

• Handle administrative work and support ad-hoc projects as assigned

 Report & Analysis

• Maintain and report Customer Service KPI's

• Prepare regular reports to analyze/evaluate members’ feedback and provide guidance to frontline team on enhancing customer experience

• Perform market intelligence to understand members’ needs, service gaps, competitors’ movements, etc.

• Other ad hoc duties as assigned by the Manager

WHAT IT TAKES…

• Minimum 2 years’ experience in Customer Service or hospitality, online retail management experience

• Strong background of customer service experience in related field is essential

• Diploma/ Degree holder in hospitality or a related field, such as business administration, marketing

• 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