WHO YOU’LL WORK WITH

This role will be working with an extended Digital Consumer Services team and will be reporting to Digital Consumer Services Operations Manager and Digital Consumer Services Experience Manager as a dotted line. You will be working across all teams within Nike Digital Direct Commerce (NDDC), Supply Chain, Stores, Partners team and any other teams where we are asked inquiries from consumers, third party vendors and external contacts.

WHO WE ARE LOOKING FOR

As the member of Digital Consumer Services team, this role will support customer service escalation for our Nike Contact Center by handling a variety of consumer claims, supporting daily operations and promoting education of products and services.

The ideal candidate is required to have a high tolerance for high-speed environments, handling a variety of claims, ability to multitask, and the willingness and patience to provide the best customer service to all our consumers

In addition to above, the candidate will have:

• A minimum 2 years of experience in consumer complaint handling.

• Bachelor’s degree of equivalent combination of education, experience or training.

• Fluent to native Japanese level and business fluency in oral and written communication in English is a must.

• Ability to utilize digital tools, such as Microsoft Office tools (Excel, Powerpoint, Outlook).  

• Excellent communication skills and ability to work in the team environment.

WHAT YOU’LL WORK ON

Your daily routine will start by checking escalation emails, fulfilment of orders (shipment, delivery, returns) and check the run of show for Contact Center operations. You will be asked to work 1 to 2 Saturdays every month and support long holidays (taking turns within the team), but will be granted compensatory days off in light of this work.

Day-to-day operations include:

• Handling communications via email and slack
• Managing escalated cases via our Customer Relationship Management (CRM) system.
• Supporting  fulfillment of orders and delivery by using designated applications.
• Handling consumer enquiries via phone and email.
• Giving advice, suggestions, and presentations to the contact center on how to improve our services.
• Undergoing scheduled and unscheduled meetings with the team.
• Maintaining and protecting confidential information by using BOX.