Lai Chi Kok Jobs Customer Care Assistant Manager Position at Lush Asia Limited

What are we looking for? 

We are looking for an excellent communicator with a positive approach to their career, strong people & management skills and excellent organisation and time management. Resilience, empathy, flexibility and adaptability are key skills for the role and the ever changing retail and digital environment, where Customer Care sits at the heart of. Ability to self motivate with a high level of self discipline, using initiative and demonstrating a proactive approach to working.

Aim of Role

Working as part of the global and regional Customer Care team, to ensure we achieve the five star customer experience in all areas we work. In this role your main goal will be to lead and inspire a five star customer care team in the Greater China market, supporting our customers and different areas of the business alike. 

Key Responsibilities 

Customer Care and Service

• Leading the regional team and external CS support team to deliver the 5-star customer experience to our Greater China customers, covering customer enquiries on the Lush website, Tmall global shop, customer hotline and email, live chat, etc. 
• Taking customers’ feedback into the considerations and planning for the enhancement idea
• Taking accountability for ensuring the successful achievement of business objectives, whilst passionately delivering five star service to our customers, team and the wider business
• Strong networking and relationship building skills in this role are the key to success. You will be personable, professional and approachable, and continuously networking to develop relationships across all areas of the business as well as external stakeholders
• Demonstrating a clear understanding of the issues impacting the business as well as within Customer Care, and recognise areas where value can be gained
• Identifying opportunities to develop the department/systems and improve customer experience in the GC market, – researching, presentation together, pitching to the correct people and influencing the decision making within the business
• Connect well with the global and regional CC team, and contribute local insights to the global CC team
• Handle other digital ad hoc project as required

Sales Support

• Supporting regional and digital sales by improving the customer journey and increasing the online conversion rate through excellent consultation
• People and Team Management 
• Coach and develop the respective team and develop the team to align with the company’s direction
• Be able to provide effective feedback, and supervise subordinates in routines, events, and projects
• Continually motivating the team to be the best they can be by providing support and encouragement – through regular meaningful conversations, recognition of work and team and individual goals, which align with the Master Plan
• Ability to make decisions to the right level within your areas of responsibility, whilst working alongside other areas of the business to support wider business decision making

Skills

• 4 years or above of relevant experience in manage the customer service department, preferably with an e-commerce background
• Working experience in Tmall or others China marketplace is a plus
• Proven excellent customer service skills. Being proactive, with a love to help people and the ability always to put the customer first
• Strong interpersonal and communication skills in Cantonese, Mandarin, and English
• Proficient in PC skills, a quick learner of Customer Service-related software
• Strong people management and development skills
• 5 days workweek, shift duty is required; Flexible working hours
• Willing to work at nights, weekends, and on public holidays
• Candidate with more experience will be considered as Customer Care Manager

What’s it like working for Lush: People are at the heart of our business. We want you to enjoy and challenge yourself, build a career, and teach us what we don’t know, so we’ve created a culture where your job description is a starting point, not an end goal. Our working style is flexible, fluid, supportive, and authentic – if you’ve got the drive to push yourself and try different things, you will have our support. You can find more information here – weare.lush.com

As we pride ourselves on internal development, priority will be given to candidates who have an in-depth knowledge of Lush, coupled with the relevant experience, skills, and approaches. If you would like to apply, please get in touch, sharing a brief cover letter outlining why you would be a perfect fit for this opportunity, and what you feel are the most important considerations and actions you would want to take to ensure a successful market relaunch.

Diversify our future. Create a cosmetic revolution to save the planet. We’re running out of time – we need a revolution! We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future. We see you, we celebrate you, we want you!

If you’d like to be a part of our growing LUSH family, please sharing a brief cover letter outlining why you would be perfect fit for this opportunity, what you feel are the most important considerations and actions you would want to take to ensure a successful market relaunch along with your CV, availability, current and expected salary to us.