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Customer Service Team Leader

Date: Mar 12, 2018

Location: Kearny, NJ, US

Company: Fast Retailing Group

UNIQLO is a brand of Fast Retailing Co., Ltd., a leading global Japanese retail holding company that designs, manufactures and sells clothing under seven main brands: Comptoir des Cotonniers, GU, Helmut Lang, J Brand, Princesse tam.tam, Theory, and UNIQLO. With global sales of approximately 1.14 trillion yen for the 2013 fiscal year ending August 31, 2013 (US $11.62 billion, calculated in yen using the end of August 2013 rate of $1 = 98.36 yen), Fast Retailing is one of the world’s largest apparel retail companies, and UNIQLO is Japan’s leading specialty retailer.


UNIQLO continues to open large-scale stores in some of the world's most important cities and locations, as part of its ongoing efforts to solidify its status as a truly global brand. Today the company has a total of more than 1,200 stores in 14 markets worldwide including Japan, China, France, Hong Kong, Indonesia, Malaysia, Philippines, Russia, Singapore, South Korea, Taiwan, Thailand, U.K. and U.S. In addition, Grameen UNIQLO, a social business established in Bangladesh in September 2010, opened its two first stores in Dhaka in July 2013. UNIQLO operates an integrated business model under which it designs, manufactures, markets and sells high-quality, casual apparel. The company believes that truly great clothes should be supremely comfortable, feature universal designs, are of high quality and offer a superb fit to everyone who wears them.


With a corporate statement committed to changing clothes, changing conventional wisdom and change the world, Fast Retailing is dedicated to creating great clothing with new and unique value to enrich the lives of people everywhere. For more information about UNIQLO and Fast Retailing, please visit and



We are looking for a front line leader that wants to help us Changing Clothes, Changing Conventional Wisdom, and Change the world. This operational position is responsible for leading contact center associates, supporting the general operations, and ensuring customer satisfaction. This person will serve as a role model, upholding our values, mission, and principles in everything they do.


Essential Responsibilities:

  • Meet and exceed set targets through managing operational performance, attendance, and quality of services delivered by each associate within his/her team
  • Responsible for achieving employee and stakeholder satisfaction through effective people leadership and coaching
  • Partner with Quality assurance and Operation Managers to develop associate performance management plans
  • Coach, mentor and guide associates in achieving performance and improvement targets
  • Carries out corrective action plans as needed
  • Assist with recruiting, hiring, and onboarding contact center associates.
  • Carry out the employee engagement & incentive program to motivate employees and maintain a positive, enriching environment
  • Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans, and business continuity actions
  • Identify process improvement opportunities to drive operational efficiencies
  • Serve as escalation point in resolving urgent or critical customer service issues beyond the scope of an associate
  • Liaise with internal business units, store teams, and other regions, including our Japan Headquarters, to address customer issues or develop solution
  • Other duties as assigned



  • Bachelor’s degree in Management, Business Administration, or related field or equivalent work experience
  • At least 2 years’ experience in B2C retail & e-commerce customer service experience required, with at least 2 years of contact center experience preferred
  • Previous experience as a contact center team leader ideal
  • Strong verbal and written communication skills
  • Proficient skills in Microsoft Word, Excel and Power Point and general PC navigation
  • Outstanding organizational, planning and problem solving skills with the ability to prioritize multiple issues and produce solutions
  • Possess a personal drive to optimize business and customer value
  • Ability to influence people and performance of adults with diverse backgrounds and capabilities
  • Experience with call center phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms preferred
  • Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business
  • Able to work flexible call center hours including late nights, weekends, and holidays
  • Bilingual in English and Canadian French, written and spoken, strongly desired, but not required


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.

Posting Notes: Kearny || New Jersey (US-NJ) || United States (US) || Experienced Professional || Store Operations || UNIQLO || EX:OUT; SF:IN || UNIQLO ||

Nearest Major Market: New York City
Nearest Secondary Market: Newark