Job description
Founded in 2014, Linjer is a design studio with a goal of making it easier for people to invest in long-lasting, quality products. (“Linjer” means “lines” in Norwegian – we have Scandinavian roots.) We started Linjer because we were fed up with choosing between unsustainable fast fashion products and overpriced luxury goods. We love quality but don’t love overpaying for logos, so we convinced the suppliers of luxury brands to work with us and produce products of our own design. We sell only on our website, which allows us to sell our products (currently bags and watches) for a fraction of the price of traditional luxury brands. We love minimalist design and want to make our customers feel great, all while minimizing our harm to the environment.
We strive to provide each of our customers with excellent, high-touch service in every interaction with our brand.
Our Customer Care Associates are tasked with the all-important responsibilities of caring for our customers’ needs, building customer loyalty and representing the brand.
This is a full-time role based in our Hong Kong office.
What You’ll Do
- Effectively solve customer inquiries via email and other channels
- Know our products in intimate detail and be able to speak about them with passion
- Draw on existing help content where appropriate, while being able to improvise logically in new situations
- Keep records of customer interactions and actions taken to resolve them
- Identify and draft improvements to our help content database
- Collaborate with other team members to identify answers and be a resource
- Help manage and process returns
- Occasionally visit our warehouse to inspect returns
- Support customer service operations (e.g. fulfillment and pre-order management)
- Analyze trends in customer issues to highlight important themes in customer feedback to reduce the number of inbound inquiries
Who You Are
- Native or near-native English speaker
- You love to help people
- You are mature and have good judgment when it comes to resolving problems
- You are an excellent writer
- You have an eagle eye, and you’re a perfectionist when it comes to spelling and grammar
- You’re coachable and dedicated to continuous personal improvement
- You’re thorough and detail-oriented, and are good at following processes
- You’re tech literate and can learn new software with ease
- You share the values of our brand and company
Even better:
- Proven past experience in a customer care role
- Fluency in other languages
