Customer Service Associate

Company Overview:
GU is a brand of Fast Retailing Co., Ltd., a leading Japanese retail holding company with global headquarters in Tokyo. GU is the second largest brand in the Fast Retailing Group after UNIQLO. The brand name GU is derived from the Japanese word “jiyu”, which means free and unconfined. The company was established in 2006 in Japan, and today has

around 470 locations mainly in Japan, with a select number of stores throughout Asia.

Position Overview:

As a Customer Service Associate, you will be responsible for handling customer service inquiries and resolving escalations in a professional and courteous manner, while upholding the GU service philosophy.

Job Responsibilities:

Interact with customers over the voice and written channels

Respond to queries related to products, services, processed and policies

Handle and resolve complaints in accord with established policies and procedures

Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy.

Assist customers with placing orders and navigating our ecommerce site

Troubleshoot online and checkout issues and report technical concerns to respective internal departments for resolution

Liaise with distribution centers to research disruption to order fulfillment or return process

Liaise with retail stores to resolve customer concerns related to store experience

Any additional duties that are necessary due to the evolving needs of the business

Other related duties to be assigned by direct supervisor

Qualifications:

1-3 years of customer service experience, call center environment preferred

Knowledge of retail or ecommerce preferred

Excellent interpersonal skills with the ability to build and foster strong cross-functional relationships, internally and externally

Excellent communication skills

Pleasant telephone manners and calm disposition

Analytical, problem solving, and probing mindset to identify root cause and improvement opportunities

Familiarity with case management systems a plus

Minimum typing of 35-40WPM

General knowledge of Microsoft Office products

Ability to quickly learn new software and use multiple systems & platforms

Ability to adapt to changing demands of the work environment

Positive attitude and open to constructive criticism and continuous improvement in performance job functions

Excellent listening, written and oral communication skills

Regular, dependable attendance and punctuality

Hourly Salary: $17.50 - $18.00

The Company is committed to equal pay initiatives and will not ask candidates for their current or past salary.

As an Equal Opportunity Employer, Fast Retailing does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.