Team for Career Site
Customer Service
In short
As a Happiness Deliverer Team Lead at On with a focus on DTC, your number one job is to ensure On’s web shop customers in Japan are Happy! Part of your goal is to help us become the best sports brand in the industry.
Your team (we call them Happiness Deliverers) will be the face to our direct web shop customers and are responsible for inquiries via phone, email, and eventually live chat. With each case you and your team handle, you will aim to WOW our customers and will always strive to find a above-and-beyond customized solution.
Your mission
– Lead Japan’s DTC Happiness Delivery Team of up to 10 members
– Embody the On Spirits and deliver the wow to customers,Teammates, and business partners with a ‘can-do’ attitude
– Conduct regular check-ins with Team members, cross-functional Teams as well as Global Teams
– Monitor analytics and data in email, chat, and phone systems to achieve KPI’s (team accountability)
– Partner with fellow team leads to motivate our Happiness Deliverers to exceed KPIs, wow our customers, and develop their skills through continuous learning and development
– Build trust by understanding the unique needs of our customers and resolving every situation, including escalations from your Team, with a wow factor
– Manage and prioritize multiple concerns simultaneously, including communication via phone, email, and chat
– Communicate with our shipping partner (warehouse) daily regarding orders, returns, and any order discrepancies
Your story
– Leadership experience managing a diverse team/direct reports; preferably in a customer service setting
– Experience in providing customer service/support via phone, email and chat functions
– Effective interpersonal and communication skill across all levels and functions with focus on relationship building, listening, and questioning
– Always keeping the customer needs front of mind and a passion for creative solutions
– Professional written and oral communications skills in both Japanese and English
– Always thinking of ways to improve customer experience with a sense of urgency to deliver the wow
Meet the team
You will work with a core team at our Japan Office in Yokohama and interact daily with our global Happiness Delivery teams in EMEA, AMER, and APAC. During your work day, you will work with your customer support Team and order management systems to assist our customers with their needs and coach your team to do the same.
This role is located in Yokohama, Japan.