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Temporary Customer Service Associate

Date: Mar 26, 2021

Location: New York, NY, 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 www.uniqlo.com and www.fastretailing.com.

 

 

 

Role:  Customer Service Associate

Department:  Customer Engagement Center

Reports To:  Customer Engagement Center Operations Manager

Location:  Kearny, NJ

Type: Temp to Perm

Operating Hours: 8:30AM - 9:30PM

Shifts: mid-day, evening, weekends, holidays, open availability preferred

Rate: $15

Promotion Eligibility:  Eligibility based on performance evaluations, every 6 months

Training: Paid Training

 

As a Customer Service Associate, you will be responsible for handling customer inquiries and resolving escalations in a professional, courteous, and timely manner. You will answer calls, emails, chat, and other channels to meet team KPI goals and identify customer experience improvement opportunities.  You will communicate with a customer focused approach while upholding the UNIQLO service philosophy.

Major Responsibilities include but are not limited to:

  • Interact with customers over the multiple voice and written channels, including multiple interactions at same time

  • Respond to queries related to products, services, processes and policies

  • Assist customers with placing orders and navigating our e-commerce site

  • Handle and resolve complaints according to established policies and procedures

  • Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy

  • 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

  • Work with supervisor to liaise with retail stores and resolve customer concerns related to store experience

  • Utilize multiple systems and platforms to research and determine best course of solution based on the customers’ needs

  • Any additional duties that are necessary due to the evolving needs of the business

 

Requirements:

  • 1 year of customer service experience required, preference in high volume call center

  • Knowledge of retail or e-commerce ideal

  • Ability to go above and beyond to meet customer needs

  • Excellent interpersonal skills

  • Excellent oral & written communication skills a must

  • Minimum typing of 40WPM

  • Pleasant & friendly telephone, email, and chat manner

  • Experience handling phone calls, emails, and chat interactions

  • Pleasant & friendly telephone, email, and chat manner

  • Analytical, problem solving, and probing mindset to identify root cause and improvement opportunities for each interaction

  • Familiarity with case management systems a plus

  • 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

  • Must be punctual and have reliable transportation or commute options

  • Ability to sit at a computer for entire shift

  • Must have availability during evenings, weekends, and holidays

 

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: New York || New York (US-NY) || United States (US) || Experienced Professional || Corporate || UNIQLO || EX:OUT || UNIQLO ||