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Firework is the world’s leading unified video commerce platform that empowers its global partners to personalize the customer experience and engagement at scale. Firework bridges the offline and online for a robust omnichannel immersive brand experience cultivating a deeper emotional human connection between our partners and their end consumers. We are customer-centric and inspired to win together offering total solutions with endless possibilities to help our customers increase purchases and conversions using the power of video. At the heart, we are a global and diverse team of “SuperSpark” creators, entrepreneurs, life-long learners, and data geeks driven by the future of authenticity to transform commerce. Firework has raised over $235M to date, with its latest Series B round led by SoftBank Vision Fund 2. Come reimagine the online customer experience with us.About Boutir Boutir is a one-stop video-centric online business platform where merchants can handle shop opening, daily operations, video shooting, and even product-selling livestreams. It’s also a phygital platform that helps shop owners bring a physical shopping experience and a human touch to their online shops. With our industry-leading technology, Boutir brings the Next Generation Video Shopping Experience to consumers and merchants that increase engagement and conversion. Summary Our team is growing! We are looking for a customer service associate to manage customer concerns with the objective of maintaining positive customer relationships. You will interact directly with customers to listen to concerns, resolve problems, and recommend products and services according to the needs of each individual. What you’ll be doing Drive acquisition, retention, and lifetime value of our merchants by understanding their business needs and helping them succeed Resolve merchant queries, recommend solutions and guide through the product features by online channels Ensure quick response time and answer tickets within the set period Engage with merchants in 1-on-1 consultation Provide effective feedback to internal teams We’ll be excited if you have Bachelor’s degree or Diploma 2+ year of experience in customer success / account management Good phone / messaging handling skills and willing to bring value to our merchants by phone calls and messages Good command of written and verbal communication in Chinese (Mandarin and Cantonese) & English Fast typing skill in Chinese and English is a must E-commerce knowledge is a plus Ability to work in rotating shifts (day / afternoon; weekend / weekday) ; 5 days work week As a hybrid office-centric company, we are looking for candidates in Hong Kong Area. Don’t hold back We understand some candidates may see the above and not apply because they don’t meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Notice to Third Party Recruitment Agencies Please note that while Firework and its subsidiaries appreciate agency outreach, we currently do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without an agreement, Firework and its subsidiaries reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. By submitting your application, you acknowledge that you have read and understood Firework's Applicant Privacy Policy located at: https://firework.com/legal/applicantpolicy/.
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