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Bilingual Customer Service Specialist - Chinese/English



Customer Service
Hong Kong
Posted on Monday, July 1, 2024

Help empower our global customers to connect to culture through their passions.

Why you'll love this role

The Customer Service team at StockX delivers extraordinary customer service that creates effortless experiences. Through our service, we build an engaged and loyal StockX community. We work in a face-paced environment where we tear down walls to help our customers, and we find solutions, not excuses. Our success is focused on 3 areas: the Customer, the team member, and the Company. Serving our customers is our core, and we help drive a customer-centric culture. As a Bilingual Customer Service Specialist, you’ll be an integral member of an exciting, hyper growth company as we continue to expand our service globally. If you enjoy working in a start-up culture, where ambiguity inspires your creativity, StockX may be the place for you!

What you'll do

  • Handling all customer servicing needs and support for our customers
  • Take ownership of individual customer queries from start to finish, liaising with internal stakeholders to ensure positive outcomes for our customers
  • Help manage the order fulfilment process
  • Listen and respond to customer needs and concerns
  • Research answers or solutions as needed
  • Resolve customer queries and update system accounts accordingly
  • Record details of customer conversations and actions taken
  • Work to improve customer service by monitoring support communications
  • Flexible and willingness to support other areas across the business as they come up

About you

  • Bilingual in Chinese and English (verbal and written)
  • Demonstrated experience in managing high volume queues ideally gained in a fast-paced work environment
  • This position requires email communication with our customers
  • Curiosity about new platforms and innovative technologies
  • Previous customer service & call center experience
  • Possess situational awareness to identify and escalate matters that require urgent attention
  • Excellent written, verbal and interpersonal communication skills (Strong communicator who can explain complex information in simple ways)
  • Successfully manage multiple tasks with strict deadlines / Ability to prioritise and manage a busy workload
  • Ability to adapt to business needs and thrives in a fast-paced and shifting environment
  • Proficient in MS Office, Google Drive, Slack and iOS environment (Mac)
  • Hardwired DSL, Cable, or Fiber Optic internet (Satellite or wireless internet connections are prohibited) Meet a minimum of 10 Mbps download and 5 Mbps upload speed
  • Able to provide a private work space that is free of any extraneous noises and distractions
  • Must be willing to work evening and weekend shifts (usually 1 in 3 or 1 in 4 weekends) during busy periods

Nice to have skills

  • Additional language skills - Japanese and/or Korean a plus
  • Interest in minimum one of our verticals (Sneaker, Streetwear, Collectible, Handbag, Watch, Electronic)

About Us

StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. StockX's powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci; collectibles from artists including KAWS and Takashi Murakami; and electronics from industry-leading manufacturers Sony, Microsoft, Nvidia, and Apple. Launched in 2016, StockX employs more than 1,000 people across offices and verification centers around the world.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.