Customer Care Associate

Summary

Join Linjer, a design studio focused on creating long-lasting, quality products, as a full-time Customer Care Associate in our Hong Kong office. You will be responsible for providing excellent customer service, resolving inquiries, and building customer loyalty. This role requires strong communication and problem-solving skills, attention to detail, and a passion for our products. Experience in customer care is preferred, along with fluency in additional languages. The position offers the opportunity to contribute to a company that values quality, sustainability, and customer satisfaction.

Requirements

• Native or near-native English speaker
• You love to help people
• You are mature and have good judgment when it comes to resolving problems
• You are an excellent writer
• You have an eagle eye, and you’re a perfectionist when it comes to spelling and grammar
• You're coachable and dedicated to continuous personal improvement
• You’re thorough and detail-oriented, and are good at following processes
• You’re tech literate and can learn new software with ease
• You share the values of our brand and company

Responsibilities

• Effectively solve customer inquiries via email and other channels
• Know our products in intimate detail and be able to speak about them with passion
• Draw on existing help content where appropriate, while being able to improvise logically in new situations
• Keep records of customer interactions and actions taken to resolve them
• Identify and draft improvements to our help content database
• Collaborate with other team members to identify answers and be a resource
• Help manage and process returns
• Occasionally visit our warehouse to inspect returns
• Support customer service operations (e.g. fulfillment and pre-order management)
• Analyze trends in customer issues to highlight important themes in customer feedback to reduce the number of inbound inquiries

Preferred Qualifications

• Proven past experience in a customer care role
• Fluency in other languages