Customer Engagement Representative (Cantonese-speaking)

Shoalter Automation (UK) Ltd is recruiting on behalf of our parent company, HKTV Group.

Established in 1992, HKTV Group has extensive and successful experience in telecom market liberalisation and popularising advanced technology and applications. HKTVmall is the largest 24-hour online shopping mall in Hong Kong and a wholly-owned subsidiary of Hong Kong Technology Venture Company Limited. HKTVmall provides one-stop shop services including online shopping, marketing & digital advertising, big data analysis, smart logistics & fulfilment as well as physical O2O stores, and to transform all business operations, trading, retail, finance and daily life onto a single digital online platform to establish a unique digital ecosystem.

To support our unprecedented and continued growth we are expanding our UK based operation in MediaCity to include several additional Customer Engagement Representatives who will join our dynamic and elite team.

Customer Engagement Representative Job Description

• Engage Hong Kong based customers through Omni Channel (Mainly WhatsApp message or oversea call if needed)
• Promote HKTVmalls products to drive customers spending in HKTVmall
• Flexible working hour and arrangement
• Up to £30K per annum

You will be required to promote HKTVmalls products and services to the existing Hong Kong customer base, to achieve sales targets and business objectives, and deliver excellent services to our customers.

• Promote products to selected customers who located in Hong Kong and demonstrate a strong sense of selling skills through WhatsApp message and outbound oversea call (warm call only) if needed
• Resolve issues encountered by customer during their on-line journey or encounter with the company
• Ensure superlative customer service standards, proactively take possible actions to build and maintain good and a long term relationship with customers through handling Inbound and Outbound oversea calls
• Achieve individual targets and contribute to the achievement of company targets
• Develop strong product knowledge across all categories, especially in grocery products
• Explore to understand our customers’ needs, provide feedback to Managers on the CRM Promotion and Procedure for enhancements
• Retain and develop existing customers and manage all the account related activities
• Support and participate in business programs and execute any regional projects as assigned

Customer Engagement Representative Person Specification

• Minimum 2 years of experience in direct sales
• Result-oriented with strong commitment towards KPI achievement
• Excellent customer-service manner, communication, problem solving and interpersonal skills
• Proactive, energetic personality with willingness to learn attitude
• Good command of Cantonese, Mandarin and English
• Experience in Salesforce Service Cloud, WhatsApp API solution is a plus but not a must
• Immediate availability is highly preferred
• Shift working is expected
• Ability to work from 7am, 8 hour shifts Monday to Friday

• Shoalter Automation (UK) Ltd is a direct employer