Customer Service Associate

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.

If you think you’ve got what it takes, please provide your cover letter, CV and expected salary.

This position is based and located in Hong Kong. Candidate must be eligible to work in Hong Kong.

Personal data collected is for recruitment purpose only.