成为 NIKE, Inc. 团队的一员

NIKE, Inc. 不仅仅是为全球顶尖运动员提供装备,更是一个发掘潜力、突破边界、创造无限可能的地方。我们致力于寻找善于成长、思考、梦想和创造的人才。我们的企业文化因拥抱多元化、鼓励想象力而蓬勃发展。Nike 寻觅奋斗者、领导者和梦想者的加入。NIKE, Inc. 员工以出色的专业技能迎接挑战,满怀激情地投身于不断变化的行业发展之中。

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.
预期内容

我们的招聘策略

01 申请

我们的团队拥有多元化的技能组合、知识库、意见、想法和背景。 希望你能找到适合自己的职位,因此请查看职位描述、部门和团队,找到适合你的职位。

02 与招聘人员会面或进行评估

如果被选中担任公司职位,招聘人员将会联系你开启面试流程,并在整个过程中担任你的主要联系人。 如果是零售职位,你需要完成互动式评估,包括聊天和测验,用时约 10 到 20 分钟。 无论担任什么职位,我们都希望充分了解你。因此,请尽情展现你如何提供世界一流的服务以及你的独特之处。

03 面试

从容开启这一阶段,做好充分调查,了解候选人标准并根据个人情况和背景准备可能会被问到的问题。

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