Customer Support Associate - Japanese Speaker

January 24

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Logo of Fanatics

Fanatics

Fanatics is building a leading global digital sports platform that aims to enhance the fan experience for over 100 million sports enthusiasts worldwide. The company operates across several divisions including Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. They offer fans the opportunity to buy licensed fan gear, jerseys, lifestyle products, and headwear, collect physical and digital trading cards, sports memorabilia, and other digital assets, as well as engage in sports betting. Fanatics partners with over 900 sports properties globally, including major leagues, teams, and athletes, and operates more than 2,000 retail locations. The company is committed to corporate responsibility with a focus on philanthropy, diversity and inclusion, brand protection, and sustainability.

E-Commerce โ€ข Merchandising โ€ข Internet โ€ข Wholesale โ€ข Retail

Description

โ€ข Customer Support Associates act as a liaison between Fanatics Collectibles and our Collectors, supporting inquiries regarding products and services available. โ€ข This role supports Collectors in Japan, working EST hours and reports directly to the Customer Service Manager. โ€ข Collectors Support enhances the experience at Fanatics, fostering advancement in customer experience, project management, and brand management. โ€ข Key responsibilities include modeling exemplary service, resolving issues, maintaining relationships, developing product knowledge, and performing additional duties as assigned.

Requirements

โ€ข Fluent in Japanese โ€ข Positive, Collector-minded individual with a passion to serve โ€ข General knowledge of trading cards and collectibles industry โ€ข Strong problem-solving abilities and attention to detail โ€ข Excellent interpersonal, verbal, and written communication skills โ€ข Able to multitask, prioritize, and manage time effectively โ€ข Proficiency in MS Suite, including Word, Outlook & Excel โ€ข Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence) โ€ข Experience working through web message, voice, and email interactions with customers in both English and Japanese โ€ข Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly

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