Customer Service Associate

About this role

HBX is a curated global online and physical commerce business for established and emerging brands across fashion, footwear, accessories, home, and lifestyle. HBX connects cultural discovery with transactions through a considered assortment, online shopping, a Hong Kong store, and its HBX Pro membership program.

We are seeking a part-time Customer Service Associate to join our Customer Service team! This on-site role is responsible for handling customer returns and exchanges - from receiving and inspecting returned items to updating our systems and resolving any issues directly with customers. Accuracy, a keen eye for detail, and a customer-centric mindset are essential.

An understanding of how the e-commerce business operates will be beneficial, and the ability to work closely with the wider Customer Service team will be crucial. So if you are a detail-oriented individual with a strong work ethic looking for a flexible part-time opportunity in e-commerce, then we want to meet you!

Responsibilities

• Receive, unpack, and process incoming customer returns and exchanges in a timely and organised manner.
• Inspect returned items thoroughly for condition, completeness, and eligibility against company return policies.
• Accurately update internal systems and records to reflect the status of each return and exchange, ensuring data integrity for cross-team awareness.
• Proactively communicate with customers to resolve any issues arising from returns or exchanges (e.g. missing items, condition discrepancies, damaged goods) with a high level of professionalism.
• Liaise closely with other members of the Customer Service team to ensure cases are handled consistently and efficiently.
• Maintain a high level of service awareness and attention to detail at all times.
• Support the reporting manager with ad-hoc tasks and duties.

Requirements

• High Diploma, or Associate Degree holder.
• Experience in customer service, returns/logistics, or related fields is highly preferred. Experience in the e-commerce industry will be a plus.
• Fluent in Chinese and English for both spoken and written communication.
• Strong attention to detail with the ability to inspect and assess product condition accurately.
• Experience with order management tools is preferred.
• Good interpersonal and communication skills, with the ability to handle customer concerns tactfully.
• Possess a proactive solutions mindset; organised and methodical with strong time management skills.
• Comfortable with hands-on processing tasks, including unpacking and handling merchandise.
• Proficient in basic administrative office suite software, e.g. MS Office, Google Drive.
• Available to work on-site on scheduled weekdays, including during peak/busy periods.