Job Purpose: 

Enhance customer experience throughout omni-channels and develop connected commerce strategy


Key Accountabilities:

List activities or tasks underneath each broad function. In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:


Handle customer inquiries and maintain the team service level

  • Respond with customer call and email inquiries
  • Handle and follow up with customer requests
  • Maintain the call service level over 80% (80% calls respond within 30 seconds/ monthly basis)
  • Maintain the email service level (respond within 24 hours)


Ensure the excellent customer experience cross out omni-channels

  • Being monitored for the call and email handling under the quality assurance scheme
  • Actively participate with the coaching session and attempt change for improvement.


Team Relationship

  • Report duty on time
  • Maintain the team relationship
  • Well connect with other team / department


Job Requirement:

  • At least 1 year of experience in Call Centre or customer service Fashion Retail industry is a plus.
  • Tertiary Degree holder or equivalent is preferred.
  • Excellent verbal and written communication skills are essential.
  • Confident in communicating and writing in English and Chinese, ability to speak in Mandarin is a plus
  • Strong customer service skills for handling customer inquiries and complaints.
  • Able to analyze customer problems or requests and suggest appropriate solutions.
  • Capable in a fast-paced environment and multitasking.


At Lane Crawford we support our staff with a range of benefits that reflect the importance we place on the well-being of our staff. In addition to a competitive salary, discretionary bonus, annual leave, provident fund, staff purchase privileges, insurance, medical and dental coverage, we provide shuttle buses, various recreational activities, Staff Assistance Programme and the best in-class Training and Development.


All information provided will be treated in strict confidence and used for recruitment purposes only.