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New York, New York, United States
Onsite
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.