Customer Service Specialist

About the role

The Customer Service Specialist will join Quooker Hong Kong’s on‑site team, delivering high‑quality support to customers via phone, email and other channels. You will ensure a smooth experience with our innovative boiling‑water and filtered‑water tap solutions.

Key responsibilities

• Handle customer orders, service requests and inquiries through multiple communication channels.
• Coordinate with logistics, technical support and other internal teams to resolve issues.
• Maintain accurate records in the customer service system and follow up on open cases.
• Monitor customer satisfaction, identify improvement opportunities and contribute to process enhancements.
• Provide product education, usage guidance and maintenance advice to customers.
• Represent Quooker’s brand values in every interaction.

Required profile

• Strong customer service orientation with a focus on timely, helpful responses.
• Professional phone etiquette and clear, courteous communication.
• Excellent spoken and written English; fluency in Cantonese or Mandarin is mandatory.
• Previous experience in a customer‑facing role, preferably in consumer products or appliances.
• Ability to work on‑site in Hong Kong, manage multiple tasks and stay organized in a fast‑paced environment.
• Problem‑solving mindset, attention to detail and calm handling of complaints.
• Basic computer literacy.

Required skills

• Proficiency with CRM systems.
• Competence in Microsoft Office or similar office software.
• Familiarity with order processing tools.
• Experience using service ticketing platforms.