Reporting to the Customer Service Manager, the Customer Service Representative will be primarily responsible for supporting our Japanese E-commerce site. Their job will be ensuring that our customers have a consistently positive brand experience by providing the best service in the industry. Working across multiple communication channels (email, phone, online chat), this individual is a forward thinker and critical decision maker, all while having the ability to anticipate needs before they arise. The workplace is dynamic, supportive and entrepreneurial in spirit; as such this role will work collaboratively multiple departments including Marketing, Operations, and Product to oversee and assist in customer feedback and education.

A Day in the Life

• Providing exceptional service while handling guest inquiries through multi-channel communication (telephone, email, online chat, etc.) in both Japanese and English.
• Educating customers about Herschel Supply products and assisting with customer decision-making.
• Working with the rest of the team to coordinate workflow and prioritize tasks.
• Supplying support for general inquiries, sales inquiries, and media requests.
• Manage and resolve guest complaints related to the e-commerce store transactions and post-purchase experience.
• Impart brand and product expertise to empower customer decision-making.
• Communicate with global retailers and provide assistance to customers and distributors. 
• Opportunity to lead and direct special projects outside of daily tasks and operations. 
• Work with Online Operations Specialist regarding operations in relation to customer service.
• Internal spokesperson for our eCommerce business and customer support system.

Desired Skills and Qualifications

• 2+ Years of general customer service experience.
• Knowledge of the excel and Microsoft office suite, or CS tool experience.
• Passion for retail brands and fashion
• Experience in eCommerce or related business operation
• Familiarity with eCommerce Operations in relation to shipping and fulfillment, coordination with 3PL’s, etc.
• Able to speak fluently in languages: Japanese, English
• Ability to speak Cantonese an asset