Customer Care Coordinator

Customer Care Coordinator

Full time, HK Based

Founded in Hong Kong in 2016 by the French couple Delphine Lefay and Diego Dultzin Lacoste, OnTheList is a leading premium flash sales concept in Asia and the Middle-East. OnTheList works to minimize the problem of excess stock by turning past-season inventory into sustainable opportunities. OnTheList works directly with retail brands and official distributors, turning old inventory into opportunity by providing a sustainable way for brands to sell past-season items that would have otherwise ended up in landfills, while providing the best deals and steep discounts to our OnTheList members. Since launching in Hong Kong in 2016, OnTheList has hosted over 6,350 flash sales and has built a community of over 1.53 million members across all regions. We’ve since expanded to Singapore, Australia, Malaysia, Korea, Shanghai, Beijing, Thailand, and Dubai.

Sustainability is rooted in who we are and motivates us to continue our mission. To date, we have saved over 9.85 million items from ending up in landfills. Forming OnTheLove, our CSR initiative, has allowed us to deepen our commitment to minimizing our carbon footprint while working with local organizations and hosting regular charity sales.

At OnTheList, our values guide everything we do: Family Spirit is driven by humility, fostering genuine connections with our community. Panache reflects our passion for delivering exceptional experiences, while sustainability is rooted in our commitment to creating a positive impact on the world around us. Excellence is driven by the cooperation of our teams.

ABOUT THE JOB

This is not a typical frontline Customer Service role.

As a Customer Service Coordinator, you will handle customer enquiries and provide frontline support, while also playing an important role in the day-to-day coordination and operations of the Customer Service team.

You will work closely with internal teams and external partners to follow up on order, delivery, return, refund, and after-sales matters. You will also support the Customer Service Manager on operational projects, process improvements, SOPs, and reporting to ensure smooth operations and better customer experience.

WHAT WE WILL TRUST YOU WITH

Customer Service Operations & Coordination

• Handle and follow up on customer enquiries and complaints across online and in-store channels in a timely and professional manner, mainly via email and phone when required.

• Coordinate and follow up on order-related issues, including delivery status, sold-out items, refunds, returns, exchanges, and other after-sales cases.

• Act as the key contact with warehouse and delivery partners to resolve fulfilment, return, and delivery issues.

• Liaise with brand partners on after-sales support, return items, shipment arrangements, and other operational matters.

• Maintain operational trackers and prepare basic reports using Excel to support daily operations and management review.

Cross-functional Coordination

• Work closely with internal teams to coordinate customer service requirements and ensure a smooth customer and shopping experience.

• Create, update, and improve SOPs, internal guidelines, templates, and working processes.

• Support the implementation of new processes, system enhancements, campaigns, and other initiatives related to Customer Service operations.

• Provide coordination and administrative support for ad-hoc projects when required.

WHAT YOU BELIEVE YOU HAVE and YOU ARE

• Has a strong customer-first and problem-solving mindset.

• Is highly organized and comfortable managing multiple follow-ups and stakeholders at the same time.

• Is detail-oriented and takes accuracy seriously.
• Takes ownership and follows issues through from start to finish.

• Has strong communication and interpersonal skills.

WHAT IT TAKES

• Diploma or degree holder in Hospitality, Business or Operations managementor a related discipline.

• 1–2 years of relevant working experience in Customer Service, Call Center operation, E-commerce operation, Retail operations, or a similar role.
• Good command of spoken English and Chinese, with written Chinese proficiency being mandatory for this role.
• Excellent MS Excel, Word and PowerPoint skills are essential, including being comfortable working with spreadsheets, trackers, basic formulas, and data reporting.