Client Care Advisor

6 hours ago

Kowloon, Hong Kong SAR China Audemars Piguet (Hong Kong) Limited Full time

The main mission is being the first point of contact for our clients and prospects for requests from Asia (excluding Japan). Provide a customer‑centric service to end clients by answering incoming calls and emails and providing the best customer experience. Build and maintain AP database. Generate traffic, interaction and sales with our boutiques. Responsibilities Answer calls and respond to end customers' emails across Asia. Handle end customer inquiries both by phone (within 20 seconds or call back same day) and by email (in less than 48 h). Provide standardized and qualitative customer experience. Research required information using available resources. Provide customers with immediate information on specific products, services, after‑sales and points of sale. Master the relevant databases to get the most updated information (CRM, ERP, Excel files). Filter and route questions to appropriate staff. Act as the first filter to clients' enquiries. Identify and escalates priority issues. Identify potential complaints and help resolve them. Follow up customer calls/emails. Constantly follow up on clients' enquiries. Make sure every client gets a reply to its enquiries in a short time frame. Ensure an efficient closing of the enquiry while opening new contact opportunities (product info, event invitation…). Maintain and build AP database. Enter new end customer details into our CRM tool. Update existing client information. Create and update all the "cases" in CRM. Create follow-up opportunities for team members. Ensure customer "opt‑in" while sharing data‑protection requirements. Generate interactions between boutiques and end customers. Support our store network by responding to general product inquiries. Drive traffic to boutiques. Make appointments between boutiques and clients. Generate sales opportunities. Manage sales over the phone when required. Order, receive and invoice parts orders. Requirements HKDSE/ HKCEE or above; higher academic qualification is preferable. 3–5 years of experience in a similar position, preferably in the field of hospitality or luxury retail or experience in Customer Services / Call Centre. Good command of written and spoken English and Chinese; other Asian dialect is an asset. Master IT tools such as a CRM, an ERP and Microsoft Office. Have excellent interpersonal skills with a strong customer orientation. Known for your patience, your versatility, your efficiency and your sense of organization. Ability to work positively in a fast‑paced environment. #J-18808-Ljbffr

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