Customer Experience Representative (Japan Selects)

About the role

Report to the Customer Experience Lead.
Number of reports: 0

You will join to help us accelerate our pursuit of building the best customer experience team in the industry! You will be part of a high performing team to provide superior experience to our customers and build their loyalty towards the citiesocial’s Japan Selects brand. You are a creative individual who excels at thinking outside the box. You actively listen to customers, are empathetic towards their problems, and are efficient in providing impactful solutions while balancing business goals. If this sounds like you, we want to hear from you!

About Japan Selects

Japan Selects is our new standalone brand launched in November 2021 in partnership with 緯來日本台. Japan Selects combines 緯來日本台’s vast knowledge of Japanese culture, premium Japanese content and community of Japanese culture enthusiasts with citiesocial’s curated commerce expertise to deliver a new, entertaining shopping experience underscored by authenticity and discovery.

What you’ll do

You will be a core member of the team to accomplish day-to-day goals that provide superior customer experience.

• Be highly knowledgeable about Japan Selects’ products and features to help customers find the right solution for their needs.
• Respond to customer queries via Zendesk and other social media channels (e.g. Facebook).
• Responsible for inbound/outbound telephone calls.

You are data-driven. You will track metrics to quantify customer satisfaction and maintain efficient and effective team performance.

• Collect, manipulate and analyze customer feedback data and continuously explore opportunities to improve the customer experience.

You will serve as the voice of our customers to the rest of the organization and collaborate on improvement projects.

• Identify, summarize and share customer insights with the Japan Selects business team and functions (e.g. Merchandising, Marketing, Vendor Performance and Logistics) in an effort to increase customer satisfaction and in turn, reduce churn.
• Through data and customer interactions, you will uncover customer pain points and recommend solutions to improve the overall customer experience in an impactful way.

Required

• 1+ years of relevant work experience (e.g. business development, customer success, marketing, communications, public relations, online community management).
• Proficient in Chinese Mandarin.
• Data-oriented.
• Strong customer-facing, problem solving and communication skills.
• Ability to think strategically.
• Working knowledge of customer service software and tools.

Preferred

• Love and be familiar with Japanese culture and products.
• Previously worked in a startup environment.
• Prior experience with merchandising B2C business models (e.g. purchasing, inventory, logistics).

Benefits

What it’s like working at citiesocial.

• Competitive salary.
• A bright and comfortable office located 3 min walk from MRT Zhongxiao Xinsheng station.
• 8 paid days of 放空假 (in addition to the requirements stipulated by Taiwan labor law)
• Annual professional development and health check stipend.
• Annual performance and birthday bonuses.
• Employee discounts on citiesocial.
• National Health Insurance and labor insurance.
• Events including monthly happy hours, holiday party & gift exchange, and more!
• Opportunity to work with highly talented members and work collaboratively in an open, flexible, and fun startup environment.

Please submit your cover letter and resume in English.

citiesocial is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.