Customer Service Advisor - FARFETCH

Location
JP Tokyo
Posted
28 May 2020
Closes
20 Nov 2021
Ref
52c046ee-b361-4676-a41e-3602156b469e
Function
Technology
Level
Manager
Hours
Full Time
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

OPERATIONS

We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.

TOKYO

Our Tokyo office is positioned in the central fashion district, Harajuku / Omotesando, where Japanese street trends flourish. Our modern office has a fantastic view of Tokyo, where Farfetchers can enjoy the dynamic city landscape. It's home to our Japan-based Business Development, Marketing and Partner Services teams.

THE ROLE

You will have the opportunity to work with a dynamic and international team in the middle of Tokyo to gain excellent hands-on experience in a fast paced fashion marketing environment. You will contribute to the rapid growth of a new fashion e-commerce website by taking care of customers inquiries in order to provide them the best experience possible. For the first period you will be trained and assisted by the senior staff in the Customer Service Team in order to learn how to use the basic features of the system.

You will take care of phone calls from customers in Japanese and inquiries from customers all over the world through a ticket based system (Japanese and English). You will be expected to handle customers' related communication in order to offer a smooth experience on our website and you will work closely with an international team reporting directly to the Customer Service Manager in Japan.

WHAT YOU'LL DO

    • Be part of the customer service team and be responsible for all customers inquiries via call, e-mail and chat (the main part will be in Japanese and then English)
    • Define a tone of voice that reflects the Farfetch brand
    • Be able to give customers correct information in a timely manner
    • Provide your manager with direct reports regarding your feedback and experience with customers


WHO YOU ARE

    • You have working experience in call centers (calls or e-mail) or experience in customer hospitality (hotels, airlines/airport ground staff, boutiques, tour operator etc.)
    • Native level of Japanese is mandatory, as well as business level of English
    • Able to work under pressure and meet customers' high expectations
    • Confident and articulate
    • Proficient user of IT systems, both customer service specific and Windows packages. Experience in using Salesforce is a plus
    • You are a good team worker and you have great communications skills
    • You are able to deliver agreed target's results
    • You have knowledge or interest in fashion (preferably luxury fashion)


<仕事内容>

    • 電話やメールでお客様からのお問い合わせに対応いただきます。お問い合わせ内容は多岐に渡りますが、商品や配送に関するものがメインとなります。その場で解決できない問題は、マネージャーや各担当部署(日本、海外オフィス)と協力して解決していきます。


【具体的な業務内容】

    • 電話やメール、チャットによるお客様対応(日本語がメインですが、英語対応もあり)
    • 迅速かつ効率的にお客様に情報提供を行う
    • 随時情報をシステムに入力し、情報共有を行う
    • スーパーバイザーや各担当部署へのフィードバック


REWARDS & BENEFITS

    • FARFETCH Equity plan
    • Special discounts at Farfetch.com and BrownsFashion.com
    • Annual Leave entitlement above statutory and sabbatical program
    • Well-being support and tools
    • Volunteer opportunities and Giveback Days


EQUAL OPPORTUNITIES STATEMENT

    • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.
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