People, Person, Apparel, Clothing

Consumer Services Athlete (Contract)

Consumer Services Athlete (Contract)

Tokyo | Japan

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it's about each person bringing skills and passion to a challenging and constantly evolving game.

Customer Service
Description

About the Consumer Service team

Working in NIKE DIRECT DIGITAL COMMERCE Consumer Service team, business will be rewarding, challenging, and will most definitely not be just another job. You'll be an ambassador of the Nike brand -- everything we stand for: drive, determination, the unyielding commitment to excellence, these all will be a part of your everyday experience. We're committed to making every consumer's experience a rewarding one, and as a member of our Consumer Services team, your contributions will be a big part of our success.

About the role

As a Consumer Services Athlete, you will act as a direct liaison between internal and external business partners to analyze and help resolve escalated or complex consumer related issues with the end goal being a win-win resolution. You will respond efficiently, accurately, and professionally to a variety of Nike consumer transactions/inquiries through verbal (telephone), written, and electronic communication, acting as a consumer advocate while protecting and promoting NIKE integrity and sound business practices. 

This role calls for a tactful approach and the ability to perform well within a team environment with a strong customer first mindset.  You will be asked to communicate effectively, apply judgment, decision making, and consumer handling that are escalated to our team from internal external Nike contacts. You will be expected to continuously seek to reduce the overall turn time for issue resolution to ensure a premium experience for Nike consumers, and elevate the quality of our consumer service by giving constructive feedback.

Responsibilities

1. Act as a liaison between business unit/brand and the consumer services team, seeking out relevant information to bring back to the team.

2. Proactively provide relevant information to teammates to enhance customer service. 

3. Be responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution. 

4. Partner with Management, Business Analysts, Systems Analysts and IT, Legal and other external teams to continually seek business process improvements through the use of technology, new procedures and criteria review to communicate, recommend, and implement solutions. Must be flexible in adjusting to new environment and operations.

5. Manage special projects as needed.

Requirements

1. 3+ years of experience in Customer Service, Retail and/or Sales, including 1 year of experience in a lead or supervisory role. Experience with Right Now web tool would be beneficial.

2 . Able to handle consumer escalations as well as being able to distinguish urgency and importance of the situation.

3. Experience providing Customer Service via multiple methods (phone, e-mail, live chat, face-to-face, postal mail, etc.) desired.

4. Comfortable to swiftly adopt new situation or environments and work within/outside as a team player to solve issues.
5. Fluency in Japanese & Business level English (TOEIC minimum 750+) preferred.

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID 12489

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