GU Customer Service Team Lead

Company Overview :

GU is a brand of Fast Retailing Co., Ltd., a leading Japanese retail holding company with global headquarters in Tokyo. GU is the second largest brand in the Fast Retailing Group after UNIQLO.

The brand name GU is derived from the Japanese word jiyu , which means free and unconfined. The company was established in 2006 in Japan, and today has

around 470 locations mainly in Japan, with a select number of stores throughout Asia.

Position Overview :

We are looking for a new future leader for the Customer Engagement Center. The ideal

candidate is a leader passionate about motivating and developing talent. We expect this person

to have a strong customer service mindset and the sense of mission to upgrade the team to the

next stage.

Job Responsibilities :

Manage and resolve all store and ecommerce related customer service issues.

Maintain and improve CEC KPIs, including Phone and Email Response Rate, Average Handle Time, Customer Satisfaction, and Service Level Agreements for all incoming contacts.

Lead and supervise customer service agents, providing guidance, training, motivation, and ongoing support.

Respond to escalated issues courteously and professionally, consistent with our customer service philosophy.

Respond to queries related to products, services, general inquiries, and policies.

Understand customer voices to identify the root cause for inquiries and complaints and take action to initiate improvements to current processes.

Actively communicate and collaborate with other departments, including stores and distribution centers, to improve products and services, enhancing customer experience.

Continuously work to streamline and improve the customer experience and operations efficiencies.

Effectively document associates’ performance delivering continuous feedback.

Support e-commerce and store manual refund process.

Special Projects as assigned.

Qualifications and Competencies :

3+ years of experience in Retail Customer Service

A year or more experience leading a customer service / call center teamProven ability as a strategic thinker

Analytical skills and project management skills

Detail and results oriented with excellent problem-solving skills and a strong work ethic.

A highly motivated self-starter with a deep understanding of customers' needs, product, and the competitive landscape.

Excellent communicator, and able to build strong cross-functional relationships, internally and externally.

Ability to manage your time and deadlines, as well as the ability to adapt to the ever-changing priorities of the E-commerce business.

Capability to adhere to team processes and standards, while leading process improvement efforts.

Ability to multitask, work quickly and efficiently without sacrificing a consistently high level of attention to detail.

Excellent listening written and oral communication skills are a must.

Regular, dependable attendance and punctuality

Requirements

Required to work on-site at the New York office.

Flexible availability.

Minimum typing of 40 WPM.

General knowledge of Microsoft Office and / or Google Workspace products.

Ability to quickly learn new software and use multiple systems and platforms.

Regular, dependable attendance and punctuality is required.

Salary : $54,000 - $67,000*