Customer Care Officer

About the role

The Customer Care Officer will be the primary point of contact for consumers reaching out via WhatsApp, email, and phone. Working within an e‑commerce environment, the role uses the Shopify backend to resolve enquiries, handle complaints and ensure a high level of customer satisfaction.

Key responsibilities

• Respond to customer inquiries and complaints through WhatsApp, email and phone in a professional and timely manner.
• Proactively contact customers to confirm or clarify order information.
• Provide accurate product, order and service details.
• Follow up on requests, complaints and feedback to guarantee prompt resolution.
• Collaborate with internal teams to deliver effective solutions.
• Support administrative tasks related to daily customer‑service operations.
• Identify recurring issues and suggest process improvements.
• Represent the company at occasional external events such as pet exhibitions or seminars.

Required profile

• High Diploma or equivalent qualification.
• Solid experience in customer service; experience in the pet industry is a plus.
• Fluent written and spoken English, Cantonese and Mandarin.
• Strong communication, interpersonal and problem‑solving abilities.
• Responsible, independent and willing to work on Saturdays (with days off on Thursday and Sunday).
• Being a dog or cat owner is an advantage.

Required skills

• Shopify (backend administration for order and customer management).