Career at Decathlon Hong Kong .
Date of Publication: 17 Jun 2019
Customer Service Referent
At Decathlon, 70,000 of us live our common purpose on a daily basis: “to make the pleasure and benefits of sport accessible to all”. In every country where we are present, we share a strong and unique company culture, reinforced by our two values: Vitality and Responsibility.Our teams channel all their energy into developing technical, good-looking and simple products, always at the most affordable price, and in finding new ways to connect and delight sport users. Our projects are aimed at all sports enthusiasts, from beginners to experts, and are sold exclusively at Decathlon. We dream of serving local sport communities.
At Decathlon Hong Kong, we are building projects that improve lives through sport. We place innovation and technology at the heart of our activities: from research to retail, including design, production and logistics.
They say that retail will change more in the next five years than it has in the past fifty. For this reason alone retail is one of the most interesting and challenging industries to be a part of. In our quest to make sports accessible to the many in Hong Kong, we aim to engage sportsmen communities with our innovative business model.
Every teammate plays a vital part in making sure we know and anticipate sport’s user needs and new trends to deliver all the advice and equipment to enjoy their sport, no matter what. We are a vibrant team and live by a “work hard, play hard” ethic.
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Decathlon is growing fast in Hong Kong, with 3 stores opened since 2017, a growing online business and much more sales innovation to come.
We are looking for sporty self starters who are passionate about customer experience and satisfaction, technology passion along with high attention to details and a problem solver mindset. We are hiring talents who will help us achieve our mission: Make sport accessible to the many and provide an amazing 360’ customer experience.
Your role
Working as a Referent in Customer Service you will be given a high degree of responsibility to manage the customer service duties, making it natural for customers to reach out to Decathlon for any sport question, doubt or issue.
Responsibilities include, but are not limited to:
- Ensuring a positive customer experience and sharing the image of the brand
- Understanding customer needs and taking care of the resolution of their issues, you will deal with third parties and customers via multi communication channels
- Organizing the customer service in terms of human resources as well as processes, tools and planning
- Train the service team, lead by example as you also take up incoming requests
- Track the performance of your initiatives and the overall health of the online business
- Connect with Decathlon HK 360 degrees marketing plan, supply referents and store events to anticipate customer requests spikes.
- Train and support sport leaders to help them manage the requests in their sport
- Be Decathlon HK service ambassador globally
- Understand tools incl. Order management and delivery tracking, and identify improvements areas to increase efficiency and customer trust
- Coordinate new features and programs releases locally.
Key qualities
- Energetic and passionate about sports
- Self-starter, responsible and reliable
- With high standards and attention to details
- Addicted to challenges and learning
- Team player, outstanding communication skills and creativity
- Fluent in Cantonese and English, strong in written traditional chinese and English
- Customer service experience in person / online / on phone 2y minimum
Our offer
- Strong salary package and strong internal network
- 15 days paid annual leave
- Sports allowance
- Monthly bonus
- Shareholding
- Medical allowance
- Employee discount
To apply, please contact: [email protected]