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.