Logistics Customer Service Officer

HK$ *****

Bachelor

No experience limit

HK Residents Only

5 days per week, Fixed

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Extra Medical Insurance

Logistics customer service

Job Responsibilities

Coordinate internal logistics team (including warehouse, transportation and delivery departments), follow up and solve customer complaints, wrong or missing items, damage or loss, etc., ensure that the event is properly closed within the promised time limit.
Accurately input and update customer service system orders, abnormal records and processing progress, maintain data integrity and traceability, and support subsequent analysis and process optimization.
Regularly organize common problem types and customer feedback, assist in the compilation and updating of standard response guides (FAQs), dialogue templates and internal knowledge bases, and improve overall service consistency.
Comply with the operating rhythm, provide flexible support for overtime and shift arrangements during peak seasons (such as holiday promotions and large-scale events), and ensure uninterrupted customer service.

Work requirements

Have secondary school graduation or above, fluent in Cantonese, able to handle customer communication independently in Cantonese and written Chinese; those with basic English reading ability are preferred (able to understand logistics-related English documents and system prompts).
One or more years of experience in customer service, logistics support or e-commerce logistics, familiar with express delivery, cross-border logistics or third-party logistics (3PL) operation processes, those who are familiar with the operation processes of express delivery, cross-border logistics or third-party logistics (3PL) are preferred.
Have good listening skills and emotional management techniques, be able to stay calm, patient and positive under pressure, effectively soothe emotional customers and guide rational communication.
Pay attention to details, sense of responsibility and team spirit, willing to actively propose improvement suggestions, and cooperate across departments to enhance the overall service experience.

Benefits

Provide a competitive monthly salary, paid monthly, and with quarterly performance bonuses based on individual service quality indicators (such as first-time resolution rate, customer satisfaction score, and case closure time)
Enjoy statutory public holidays and annual leave, with 12 days of annual leave starting from the first year of employment, increasing by 1 day each year up to a maximum of 18 days; a fully paid sick leave is also provided, with 12 days per year that can be accumulated for use the following year.
Provide a comprehensive employee medical insurance plan, covering outpatient, inpatient, specialist referral and designated dental services, and employees and eligible family members (spouse and children under 18) can benefit from it.
Provide on-the-job training allowance and internal development support, encourage employees to obtain logistics management, customer service or digital tool-related certifications, and the company will reimburse up to 80% of the actual expenses.
Provide flexible work arrangements (core time is 10 am to 4 pm), subject to supervisor's approval, you can apply for a maximum of one day of remote work per week; in addition, there is an employee care plan, including psychological counseling services, health lectures and seasonal welfare gifts.

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