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Website Customer Services Assistant - German Market - London

UNIQLO is a modern Japanese company that inspires the world to dress casually.
UNIQLO has enjoyed strong growth by offering high-quality casual wear at reasonable prices based on its SPA (Specialty Store Retailer of Private Label Apparel) business model, which spans product design, manufacture, distribution and retail.
The first UNIQLO store opened in 1984. UNIQLO now has worldwide operations, including in the U.K., China, Hong Kong, South Korea, the United States, France, Singapore, Russia, Taiwan and Malaysia. In 2012, we opened global flagship stores in Tokyo Ginza and San Francisco, as part of a plan to grow business worldwide. At the end of March 2013, we had 855 stores in Japan and 358 stores in other markets.
Part of the Fast Retailing group, Uniqlo is truly determined to achieve the goals in the group's mission statement: "Changing clothes. Changing conventional wisdom. Change the world." and to become the #1 Retail Apparel Group in the world.
The Website Customer Services Assistant main mission is to support the eCommerce operation (UNIQLO website) with the aim of delivering an exceptional customer service experience whilst also assisting with the maintenance and development of the website
The role's main responsibilities include: CUSTOMER ENQUIRIES MANAGEMENT
Answering customer emails and dealing with issues and complaints through all channels, this will include Social Media and Phone Services
Daily authorization of refunds and possible amendments to disputed refund amounts
Daily delivery status checks and escalated issues
Checking and finding resolutions for orders locked in the system
Managing the process of 'faulty' items, ensuring all data corresponds
Co-ordinating and liaising with the European Merchandising team and Japan products department in regards to items under dispute, this will be based on customer demand.
Monitoring and reducing possible fraudulent activity online and escalating issues to management
Liaising with the appropriate departments and external companies to improve overall services for the business
Provide monthly competitive reviews based on requests, developments and relevant topics to improve overall services, and identify missed opportunities.
Daily liaison with the warehouse team for administrative tasks and monthly visits to the warehouse to review procedures
Work with delivery companies in order to fully understand their internal processes and establish an efficient working relationship. OTHERS
Assisting line manager with requested tasks
For this entry level position, we are looking for a candiate with:
A Degree standard preferably. Outstanding written and oral communication skills in German and English, with the ability to understand and respond to customer issues
Computer literate in all Microsoft packages with the ability to learn new skills
Organization skills, with high sense of priority
A keen interest in websites and their functionality; ecommerce, email communication and online marketing and merchandising.
High levels of numeracy, accuracy and attention to detail
Ability to work independently, as well as part of a team
A passion for our brand and understands fashion, retail and general consumer buying behaviour
Excellent interpersonal skills and the ability to build and maintain strong relationships at all levels of the business and with external suppliers and providersLink megjelenítése" width="0" height="0" />
Munkavégzés helye London
Kategória Külföldi munka
Régió Külföld
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