Customer Experience Specialist | Hong Kong
A job to jump out of bed for!
Hush Home is a new lifestyle brand focused on sleep. Our core mission is to help our customers sleep better because we believe every great day starts the night before.
Our business has 4 core components:
- Designing the perfect night's rest. Based in California, our R&D team uses a consumer-focused design approach to design and test the most innovative materials to create the perfect mattress, pillow and sheets.
- Offering a delightful shopping experience. We drive sales through a content-rich, easy-to-use website as well as a unique offline retail experience (ie, pop-up bedrooms around HK). Even in our physical locations, customers will buy our products on our website.
- Improving the customer experience. We will offer free delivery, 100-night home trial, and free returns. We will have multiple integrated touchpoints with the client: in store, livechat on the website, whatsapp, email, and/or phone.
- Offering luxury products at affordable prices. All our products are designed using 5-star hotel-grade materials -- and the best thing is, by selling primarily online, we're able to sell a luxury product at a fraction of the price of traditional retailers!
As an early stage company with rapid growth ahead of us, Hush Home is looking for a dynamic entrepreneur to join as our Customer Experience Specialist. Customer experience is the heart and soul of Hush, and selected candidates will become some of the first few employees at a new consumer brand and be exposed to phenomenal opportunities that will allow the candidates to grow along with the brand.
Your Dream Job
- Act as the voice of Hush on the front lines, delivering the best-in-class experience to customers to ensure a lasting relationship.
- Act as Hush’s ambassador, embracing our core values and sharing them with customers
- Manage customer relationships
- Deliver the amazing customer service over the phone, email, text, and live chat
- Ensure that customer orders, deliveries and returns are processed flawlessly
- Work closely with our delivery partners to resolve customer issues in a timely manner
- Capture customer insights and triage them to appropriate members of the team to improve the overall customer experience
- Think creatively about how Hush can optimize each customer’s personal experience with our brand
Your Profile
- Fluent in English and Cantonese (additional languages, like Mandarin, are a plus)
- Experience in customer service, preferably at a consumer-centric lifestyle brand
- Excellent oral and written communication skills
- Energetic, filled with empathy and compassion
- Not afraid of solving problems for customers
- Highly organised
- Sensitive to problems that might appear to be minor
- Able to prioritise multiple tasks
- Good team player that is proactive and can work with people of different characters
- Sense of humour is a plus
- Bonus points if you have an affection towards sleeping and are happy to talk about it
What We Offer
- Competitive salary
- An opportunity to join a young and dynamic startup
- Grow personally and professionally as Hush Home scales
- Gain insights to all relevant aspects of launching a digital company
- Work with a dynamic and highly motivated team with flat hierarchies
- Experience great working atmosphere in an international environment
- Challenging and diversified tasks with direct responsibility
- Free pillow and sheets after you join + great discounts for friends and family!