One of the most well-known American casual brand
■General Overview of the position
This position reviews suspicious Online orders, investigates credit card transactions, and de-escalate customer issues.
Also, requires placing outbound calls to customers and banks for verification of billing information.
It has direct reporting line into Manager of Compliance in Tokyo and dotted-line responsibility to the Customer Support Fraud Prevention team based in United States.
■Details of your job scope
・Ability to research and resolve (clear, cancel, customer/bank follow-up) orders utilizing fraud tools.
・Make outbound and receive inbound customer phone calls to limit fraud. Resolve customer issues while following the department guidelines for verification.
・Resolve orders that are held for fraud checks by utilizing fraud tools. Implement fraud rules to minimize the number of fraud orders processed (ie. keep number of chargebacks under the threshold placed by our Banks (MUFG, JCB, etc.))
・Be comfortable working with an order entry system for order placement and fraud review, and an email system for email management.
・Consistently and successfully de-escalate customer issues while remaining empathetic in tone and demeanor. Act as a customer advocate by researching and resolving complex customer concerns while ensuring one call resolution.
・Ability to effectively communicate with banks and credit card companies while consistently maintaining a high level of accuracy in noting customers' orders and correspondence via email.
・Become an expert on brand policies in order to provide accurate information to both internal and external customers.
・This position will also help the Customer Relations team take phone calls during periods of high call volume.
■Must have qualification
・Japanese Fluency (JLPT N1 or Higher)
・More than 1 year of customer service experiences
■Nice to haves
・Working experience at a credit card companies
■Ideal Candidate for this position
・At least 1 year of bank teller experience
・At least 1 year of call center experience at an international companies in any industries