Client Services Advisor

• Tokyo Japan
• On-site

Job Description

Acne Studios is looking for a service-minded individual fluent in Japanese and English with a strong sales focus administrative skills and empathy for customers needs to join our APAC team of Client Services this job you will work within a department of crucial importance to our business and will learn about different aspects of e-commerce and the fashion industry. You will report to the local Client ServicesManager and handle daily communications with our Operations team and our extensive Retail network to assist with the smooth fulfilment of all orders and returns. You will work actively to build and maintain a strong customer base and develop sales. Your assignments will include daily customer contacts through various channels (telephone email live chat and social media) executing the digital clientelling strategy and occasionally assisting with special projects. Excellent customer service skills are essential for this role. If you are passionate about Acne Studios and the digital side of the fashion industry you will be a good fit for our team.

This is a full time position (40 hours per week) which might include weekends and evenings.

You will be based in our Tokyo office.


Responsibilities will include but not be limited to:

Provide best in class service and support to our customers primarily through email telephone live chat and social media ensuring consistent luxury customer experience.

Navigate a high level of customer orders and logistics with active use of our order management system and order database.

Ensure the accuracy details of handling orders across omni-channels (i.e. e-commerce BOSHIP).

Manage escalations with composure and escalate internally when situations require senior escalation.

Develop an intimate knowledge of our customers needs and work towards building relationships with our customers to ensure a personal client experience and increase customer retention.

In the same way develop an intimate knowledge of our products and collections.

Proactively contribute towards driving client experience across channels.

Maintain a high level of luxury service awareness at all times.

Proactively work to retain digital customers through CRM and clienteling activities.

Proactively work to drive turnover.

Desired qualifications:

At least 2 years of documented work experience within e-commerce customer service retail or luxury brand preferred.

Excellent written and spoken communication skills in Japanese and English with an emphasis on proper grammar luxury-standard language are required.

Familiarity with ticketing systems (Zendesk) Customer Relationship Systems (CRM) Order Management Systems (CHQ WMS) and/or omni-channel initiatives.

Strong client relationship and interpersonal skills.

Positive Service-minded attitude friendly tone eagerness to go above and beyond to impress our digital customers.

Highly motivated solution-oriented but also a team player.

Reliable and excellent with time management.

Strong organizational skills attention to detail ownership of every customer case and ability to multitask.

Open availability and comfort for flexible work schedules that align with company values.

Native Japanese is a non-negotiable requirement for this position.

Fluency in English is also a requirement.

Additional language skills are highly meriting preferably Korean.