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For Companies At a Glance
- Tasks: Lead the customer service team, ensuring top-notch support and satisfaction for our Japanese-speaking clients.
- Company: Join Vivienne Westwood, a legendary British fashion brand committed to creativity and sustainability.
- Benefits: Enjoy perks like health support, gym discounts, and a generous leave allowance.
- Why this job: Be part of a culture that values innovation, activism, and personal growth in a dynamic environment.
- Qualifications: 5 years of experience in e-commerce customer service with skills in Salesforce and advanced Excel.
- Other info: This role is based in London and requires proficiency in Japanese.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Vivienne Westwood is one of the most iconic British fashion brands, renowned for its heritage, innovative design, and commitment to culture and activism. We care deeply about our people and the environment, and our core values — Gaia, Quality not Quantity, Activism, Culture & Heritage — guide us daily. If you share our passion for creativity, sustainability, and innovation, we’d love to hear from you.
ABOUT THE ROLE
We are excited to offer an opportunity for an Ecommerce Customer Service Supervisor – Japanese and Chinese Speaking to join our Ecommerce team on a full-time basis for 12 months. This role will be based in our Merton office.
Critical for overseeing operations of the customer service team and operations in place for handling inquiries, complaints, and support, ensuring a positive customer experience, retention and service performance.
KEY RESPONSIBILITIES
- Overseeing the customer service Japan team operations, monitoring team performance metrics and providing feedback and training to improve service quality and customer satisfaction.
- Developing and implementing VW customer service policies and procedures to ensure efficiency and effectiveness in handling inquiries and issues.
- Monitoring and reporting on order generation and order fulfilment across localised warehouse and carrier functions.
- Tracking of order process exceptions measuring the online order flow to ensure timely and accurate order fulfilment.
- Working collaboratively with IT and systems integration (SI) teams to identify and enhance internal system performance and efficiency related to customer order fulfilment, tracking, and processing.
- Collaborating with UK and Japan stakeholders, including logistics and sales, to address customer service concerns to improve operations and localised service delivery.
- Analysing customer feedback and trends to identify areas for improvement in products and services.
- Managing escalated customer issues, providing solutions, and ensuring timely resolution.
- Supporting the development of training programs and materials for customer service staff to enhance product knowledge and service skills.
- Staying updated on industry trends and best practices in e-commerce customer service to continually enhance our operations.
(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)
PROFILE & KEY SKILLS
- 5 Years of experience
- Proficient in Salesforce Service Cloud, Order Management Systems (OMS), and SAP
- Skilled in leveraging advanced Excel capabilities to analyse data and streamline operations
- Ecommerce Customer Experience (CX): Over five years of experience in B2C order management and fulfilment.
- Salesforce Service Cloud & OMS: Expertise in managing customer interactions and order processes.
- SAP: Skilled in integrating systems for efficient operations.
- Advanced Excel: Proficient in data analysis, reporting, and process optimization.
- UX/UI: Strong focus on enhancing user interfaces and customer interactions to drive engagement.
- Japanese (Mandatory)/ Chinese (Mandatory)/ English (Mandatory)
BENEFITS
- Staff discounts
- Training
- Health & Wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)
- Perkbox membership: access to a wide range of perks, discounts, and wellness resources
- Cycle to work scheme
- Generous annual leave allowance
- Pension Scheme
- Opportunity to develop new skills and progress in your career
- Opportunity to work for a company that cares and believes in its people and the environment
Vivienne Westwood is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local government laws.
For our privacy statement please visit this link
Ecommerce Customer Service Supervisor - Japanese employer: Vivienne Westwood
Contact Detail:
Vivienne Westwood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Service Supervisor - Japanese
✨Tip Number 1
Familiarise yourself with Vivienne Westwood's brand values and culture. Understanding their commitment to sustainability and activism will help you align your responses during interviews, showcasing that you're not just a fit for the role but also for the company ethos.
✨Tip Number 2
Brush up on your Salesforce Service Cloud and Order Management Systems knowledge. Being able to discuss specific experiences where you've successfully used these tools will demonstrate your expertise and readiness for the role.
✨Tip Number 3
Prepare examples of how you've improved customer service operations in previous roles. Highlighting your ability to analyse customer feedback and implement changes will show that you can contribute positively to the team.
✨Tip Number 4
Network with current or former employees of Vivienne Westwood on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in your application and interview process.
We think you need these skills to ace Ecommerce Customer Service Supervisor - Japanese
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in e-commerce customer service, particularly any roles where you've supervised teams or managed customer interactions. Use keywords from the job description to align your skills with what Vivienne Westwood is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your passion for fashion and sustainability, as these are core values of Vivienne Westwood. Mention your proficiency in Japanese and any experience you have with Salesforce Service Cloud or similar systems, as this will demonstrate your suitability for the role.
Showcase Relevant Skills: Highlight your advanced Excel skills and any experience with order management systems. Provide specific examples of how you've used data analysis to improve customer service operations in previous roles.
Prepare for Cultural Fit: Research Vivienne Westwood's brand values and culture. Be ready to discuss how your personal values align with theirs during the application process, as they place a strong emphasis on creativity, sustainability, and activism.
How to prepare for a job interview at Vivienne Westwood
✨Showcase Your Language Skills
As this role requires proficiency in Japanese, make sure to highlight your language skills during the interview. Be prepared to demonstrate your ability to communicate effectively in both English and Japanese, as this will be crucial for overseeing the customer service team.
✨Familiarise Yourself with the Brand
Vivienne Westwood is known for its commitment to culture and sustainability. Research the brand's history, values, and recent initiatives. This knowledge will not only impress the interviewers but also help you align your answers with the company's ethos.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Prepare examples from your past experience where you successfully resolved issues or improved customer satisfaction, particularly in an e-commerce context.
✨Demonstrate Your Analytical Skills
Given the emphasis on data analysis and performance metrics in the job description, be ready to discuss how you've used tools like Excel or Salesforce to analyse data and improve operations. Share specific examples of how your analytical skills have led to positive outcomes in previous roles.
