who we are
lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

about this team
The GEC Educator is responsible for all one-on-one interactions that take place across our communication channels (phones, email, live chat, etc.) and actively contributes to the experience of our guests. You will be responsible for delivering a cohesive and wow guest experience for all guests.

a day in the life

• Deliver world-class guest education and experience across product, culture, and community, authentically sharing product knowledge including features, benefits, fabric, usage, and care
• Provide end-to-end guest support across digital and in-store experiences, from pre-sales inquiries through order placement to post-sales support, ensuring a seamless and elevated guest journey
• Culture education: demonstrates the culture held within our company, including: attitude of fun, respect, support, empowerment, encouragement, passion, and interaction with other staff
• Community education: ensures guests are aware of locally-relevant in-store and community events
• Handle guest inquiries through multi-channel communication (telephone, email, live chat, WhatsApp etc.), effectively managing multiple conversations and platforms simultaneously to ensure a ‘wow’ guest experience
• Use of online store backend systems to manage guest inquiries related to orders, product, etc.
• Assisting with daily, weekly, and monthly reports using online systems
• Communicates in a professional manner treating all with empathy and respect
• Can respond to all company and general inquiries, which requires a broad knowledge base
• Is a go-to for ecommerce updates and inquiries, and retail updates and inquiries
• Communicate regularly with SSC departments and external partners
• Manage and resolve guest compliments and complaints related to the ecommerce store
• Occasionally work in store
• Listens to guests with empathy and provides resolutions in the moment

qualifications

• 1-3 years of customer service experience is an asset, with experience in a contact center environment considered a plus; high-calibre fresh graduates will also be considered
• Extraordinary guest interaction top of mind
• Strong communication skills with proficiency in Chinese and English (spoken and written); other languages a plus
• Strong problem-solving skills
• Excellent team player and ability to work independently
• Upbeat, optimistic, passionate, friendly, and authentic
• Amazing organizational and time-management skills
• Responsible and dependable
• A 5-day work week schedule, willingness to work at weekends and Hong Kong public holidays, based on business needs
• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 40wpm, and strong experience on the www, and strong capability in Chinese input methods
• Customer service experience is an asset, with experience in a contact center environment considered a plus
• Tertiary education is an asset

must haves

• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
• Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
• Communicates with honesty and kindness, and creates the space for others to do the same.
• Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Fosters connection by putting people first and building trusting relationships.
• Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.

additional notes

Authorization to work in Hong Kong SAR is required for this role.

beyond the paycheck (benefits & perks)
At lululemon, we care for and invest in the whole person - body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs.

Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

work arrangement
In-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.

learn more about what it's like working for lululemon in our Asia-Pacific markets:

[1] Youtube Video
#LI-GC1 #LI-Onsite
References

Visible links
1. https://www.youtube.com/watch?v=Flve6EPw5B4