Customer Service Manager

Farfetch (NYSE: FTCH)

  • Location
    • Tokyo
  • Date Posted
  • 15 Apr 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Retail

The role

This role will be responsible for driving results and productivity of the Customer Service team through effective management and communication. You will be responsible for the Customer Service team in Japan office and will work closely with the Global Director of Customer Service and local Senior Manager of Customer Excellence on the strategy, KPIs and escalated issues.

Our ideal candidate will have good knowledge of customer hospitality and how to respond to the ‘luxury’ customer. We need a strong, inspiring manager who can come in and really elevate our large team and also be the lead among the Customer Service Managers globally.

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)
  • Oversee the Japan customer service team
  • Train/coach team members where necessary
  • Handle customer escalations
  • Be the face of Farfetch to our customers
  • Closely work with the local business partners (Marketing, Private Client team etc.) for business development
  • Participate Global Customer Service meetings as a Japan CS representative and implement global CS guidelines into Japan team effectively, and also influence global CS team from Japan perspective

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.)
  • Experience working in an international company or/and E-commerce industry is an advantage
  • Experience working in customer service for more than 5 years, including more than 3 years as a supervisor or a manager
  • You have experience in managing a customer service team and able to confidently lead and organize the team
  • You have a strong customer centric mindset
  • Native level of Japanese is mandatory, as well as business level of English (TOEIC score 860 level)
  • Able to work under pressure and meet customers’ high expectations
  • Proficient user of IT systems, both customer service specific and Windows packages (experience using Salesforce is a plus)
  • You are a good team worker and have great communication skills
  • You are able to deliver agreed target results
  • Knowledge or interest in fashion (preferably luxury fashion) is an advantage