Associate, Customer Service Associate, Customer Service

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry’s commitment to equity, inclusion, and diversity.

Title: Coach Customer Service Associate

Reports to: Manager, Customer Service

Location: Kashiwa Office

Primary Purpose （職務要約）

ストアやオフィスでの経験を活かし、チャット・メール・電話等で寄せられるあらゆるお客様のお問い合わせに迅速かつ丁寧に対応いただきます。ブランドを代表する立場としてホスピタリティ溢れる顧客体験を提供し、お客様の顧客満足度向上に貢献できるやりがいのあるポジションです。ブランド認知の更なる向上に伴い、お問い合わせが増加していることを受け、これらのツールでお客様サポートを行うメンバーを新規で募集いたします。

Key Responsibilities（主な業務内容）：

• オンラインストア/アウトレットオンラインストア、サービスに関するメール・チャットツールでのお問い合わせ対応
• オンライン注文の返品・交換依頼のサポート
• 委託先コールセンターとのコミュニケーションを通じて、応対品質の向上を目指す
• 既存のオペレーションの効率性を分析し、継続的な改善提案を行う
• 交換商品手配・在庫管理(店間依頼、CbSR客注、HHT)
• ストアからの問い合わせおよびお客様確認ツールのサポート

Qualifications（応募要件）：

• お客様とのコミュニケーションが好き・楽しめる方
• コミュニケーション能力があり、丁寧かつ正確な作業ができる方
• 基本的なPC入力作業ができる方
• タイピングが得意な方歓迎（中級程度、今は得意でなくても練習意欲がある方）
• 柔軟性と行動力があり、変化や不確実な状況に抵抗感がない方
• ロジカルに物事を考え、実行に移せる方
• ルーティンワークにとらわれず、工夫・改善に前向きで、新しいことを楽しめる方
• 英語スキルは不問です**

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at www.coach.com.

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