After Sales Support

Location: Japan - Tokyo
Job Type: Permanent
Salary: 5000000 - 6500000 JPY
Job Function: Customer Service/Customer Support/Call Center
Reference: JO-190903-200169
Industry: Consumer Goods
Sub-Industry: Jewelry

Company Overview

The top global luxury fashion group in the world is looking for an After Sales Support Specialist to deliver the highest level of customer service in After sales in order to guarantee an outstanding customer experience.

Job Description

You will be part of the After Sales Operations and deal with Japan DOS stores, Wholesalers and with the referents from the various regions, in a multi-lingual / multi-category / multi-brand team.

Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Production business units/Repairs centers). The process includes, the following activities:

- Open ticket
- Receive / check tickets from Front End
- Evaluate ticket & technical issue
- Estimate the potential cost and time of repair
- Reroute ticket & damaged products
- Manage spare parts order and planning
-Solve and close the ticket
- Deal with local stores and headquarter based in Europe
-Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end
-Produce and analyze reports on After Sales activities and KPI's for continuous improvement

Requirements

- Bachelor’s Degree
- 2-3 years experience in After Sales Services/customer service
- Strong customer orientation and interest in After Sales Service in general
- Fluent written and verbal English and Japanese
- Good knowledge of MS Office
- Excellent communication skills including outstanding persuasion and presentation skills
- Strong attention to detail and accuracy

Additional Job Information

Location: Ebisu
Hours: 9:30 pm - 6:00 pm