Customer Care Specialist Japan and APAC
Tokyo, Japan
6 日前

Customer Care Specialist

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24 / 7, 365 days a year.

Operations are now seeking a talented Customer Care Specialist to join the Customer Care team. Some of the essentials for you to know are :

Department Size : 7

Reporting into : Customer Care Manager

Besides a competitive salary, we can offer you :

  • Performance bonus schemes dependant on the type of role you are in
  • Our famous staff discount along with exclusive staff sales
  • Standard Health Insurance, Health & Employee’s Pension Insurance
  • Benefit Station
  • Commutation Allowance & Overtime Allowance
  • Flexible working
  • A chance to be part of a fun and caring team that support each other
  • Here is a breakdown of what you’ll be doing :

  • Manage 2nd Level daily activities : handling escalated customers contacts, accepting returns, issuing refunds and working closely with other teams over issues raised by customers
  • Ensure that the in-house processes and procedures are adhered at all times and suggest adequate changes if necessary
  • Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved (Logistics, Quality Control and Store Management)
  • Monitor the work of the contact center and its general performance (escalations and service levels and quality)
  • Be confident to make decisions with late returns, faulty goods and compensations if necessary
  • Identify training needs amongst the team and the contact center, and support training initiative
  • Encourage the team to take ownership to solve customers' issues at first contact and to identify ways to personalize the experience of every customer, whenever possible
  • The type of person we are looking for :

  • Customer service orientated and able to provide exceptional service to customers
  • Experience in a dynamic contact centre operation
  • Excellent verbal and written communication skills in Japanese and English
  • A proactive approach in dealing with issues for customers and a can-do attitude with a willingness to go the extra mile to elevate service
  • Able to provide direction to the team and to lead by example, always promoting good service and a positive work ethic
  • Ability to encourage team members and to keep team spirit high
  • Supportive of all to team members and always takes a positive attitude to change implemented in the team
  • Flexible and able to adapt easily
  • Knowledge of Italian / Cantonese will be considered a plus
  • From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary.

    If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

    YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply.

    We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.


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