Client Service Advisor - Luxury Fashion (Mandarin & Hong Kong)

About the role

TDCX, a Singapore-headquartered global business process outsourcing company, is hiring a Client Service Advisor for its luxury fashion business serving the Mandarin and Hong Kong markets. The role centres on delivering excellent customer experience through all communication channels and resolving customer issues with strategic solutions.

Key responsibilities

• Deliver an excellent customer experience through all relevant communication channels.
• Identify and analyse customer issues and provide strategic solutions to meet their needs.
• Process data accurately using the company's systems and tools, following the group data security policy, and escalate emergencies to the team leader while proposing improvements.
• Identify trends in customer satisfaction and implement improvement plans.
• Work with the existing customer service team to deliver strong after-sales service.
• Follow company policies and procedures, build sustainable customer relationships and go the extra mile.
• Carry out other duties assigned by management, including contributing to the Quality Management System.

Required profile

• Diploma, Advanced/Higher/Graduate Diploma, Bachelor's degree, Postgraduate Diploma, Professional Degree or Master's degree in any field.
• At least two years of experience in retail sales or customer service for luxury/high-end goods, or in contact centre/e-commerce activities.
• Ability to multi-task and tailor responses to individual customer needs.
• Strong communicator with effective listening, empathy and good phone etiquette.
• Excellent verbal and written English and the language of the supporting market.
• Flexible to work in shifts and on weekends and public holidays when required.

Required skills

• Comfortable working with computers and multiple systems; Salesforce, SAP and CRM are a plus.

What we offer

• Attractive remuneration and great perks.
• Medical, insurance and social security coverage.
• World-class workspaces, engaging activities and recognition programmes.
• Learning and development plans, coaching and mentoring.
• Flexible working arrangements and easy access by public transport.