Customer Service Officer

About us

Hong Kong Pet Memorial Ltd. is a dedicated and compassionate organisation specialising in pet loss services. We are committed to providing dignified and respectful services to pet owners during their time of need. With a strong focus on customer care and support, we have established ourselves as a trusted provider in the pet services industry. Our mission is to help families honour and remember their beloved pets through meaningful and personalised memorial services.

About the role

We are seeking a Customer Service Officer to join our team at our Lai Chi Kok, Sham Shui Po District location on a full-time basis. As a Customer Service Officer, you will play a vital role in providing exceptional support to our clients and managing their service enquiries. You will be the first point of contact for many families during a sensitive time, ensuring they receive compassionate and professional assistance throughout their interaction with Hong Kong Pet Memorial Ltd. This position is essential to maintaining our reputation for excellence in customer care and supporting the smooth operation of our client administration processes.

What you'll be doing

1. Handle incoming customer enquiries via telephone, email and in-person visits with professionalism and empathy
2. Provide detailed information about our pet memorial services, packages and options available to clients
3. Assist clients in completing service arrangements and documentation accurately and efficiently
4. Maintain comprehensive and organised client records and ensure all administrative tasks are completed in a timely manner
5. Process bookings, payments and service requests whilst ensuring accuracy and compliance with company procedures
6. Follow up with clients to confirm service details and address any concerns or additional requests
7. Coordinate with internal teams to ensure seamless service delivery and client satisfaction
8. Handle complaints or difficult situations with sensitivity and escalate matters appropriately when necessary
9. Contribute to sales administration activities and support the achievement of business objectives
10. Maintain a welcoming and professional office environment and represent the company positively at all times

What we're looking for

1. Proven experience in a customer service or client administration role within the services industry
2. Excellent communication skills in English and Chinese (both written and verbal), with the ability to communicate clearly and compassionately with clients
3. Strong organisational and administrative abilities, with proficiency in managing multiple tasks and priorities
4. Proficiency in using computer systems, Microsoft Office applications and other office administration software
5. Demonstrated ability to handle sensitive situations with discretion, empathy and professional judgment
6. Strong attention to detail and accuracy when handling client information and documentation
7. A customer-focused mindset with the ability to build rapport and provide exceptional service
8. Reliability and punctuality, with the ability to work consistently within set hours
9. Previous experience in the pet services, funeral services or memorial industry would be advantageous
10. Knowledge of Hong Kong and familiarity with the local community would be beneficial

What we offer

Hong Kong Pet Memorial Ltd. is committed to supporting the wellbeing and professional development of our team members. We offer a competitive salary package commensurate with experience. As a full-time employee, you will benefit from a supportive work environment where your contributions are valued and recognised. We provide opportunities for professional growth and training to help you develop your skills in customer service and administration. We foster a compassionate workplace culture that recognises the sensitive nature of our work and the importance of work-life balance. Our team is dedicated to creating a positive and collaborative atmosphere where employees feel motivated and supported in their roles.

Apply now

If you are interested in joining Hong Kong Pet Memorial Ltd. and believe you have the skills and compassion required for this role, we would like to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you would be an excellent fit for this position.