Japanese-speaking Customer Experience Specialist (part time)

At Happy Socks we have made it our mission to spread happiness everywhere, and you only have to spend a few minutes with us to realize how seriously we take it! Our strong and fast growth is built on pro-active, smart, creative, hands-on and hardworking people who embrace Happy Socks’ culture & spirit.

We are now looking for a new team member who wants to offer excellent service to our Japanese-speaking online customers! 

In this role you will be in contact with our customers as Second Line Support handling escalations and complaints, and third-party partners such as warehouses, shipping companies and payment providers. You will also collaborate with other departments within Happy Socks and our external customer experience team.

This is a part-time position (50%) in our Customer Experience team. The working hours are primarily weekdays 09:00-13:00, but we hope you’re up for working more during our peak sales. This is a parental leave cover for approx. 6 months, starting in March. 

Who are we?

We’re a team of diverse and dedicated individuals, hand-picked for our passion and that special something we each bring to the table. We wear many hats, making sure our customers are happy while at the same time working to transform customer support to be proactive and sales driven. We value our daily interaction with our customers as much as the insights they bring, and we like to be on top of emerging trends and new ideas. 

Main work tasks:

• Provide prompt, accurate, and friendly customer service via email and chat
• Apply standard procedures and best practices to satisfy customer needs (returns, refunds, exchanges etc.)
• Proactively inform customers about available products and services across all customer touch points using new and innovative means while maintaining Happy Socks’ brand image
• Conduct tests and outline areas where customer experience can be improved (based on customer feedback, own observations or competitor analysis) with the aim of decreasing response time, increasing customer satisfaction and improving the customer feedback loop
• Ad-hoc translations and proof-reading for various communication material

Skills & Requirements:

• Fluency in Japanese and English is a must (any other language a plus)
• Previous experience within customer service, preferably from an E-Commerce environment
• Excellent interpersonal and communication skills
• Comfortable working independently and in a team
• Prior experience of working with Zendesk and/or Magento is a plus

Who are you?

To rock this role, you need to have excellent communication skills and work well under pressure, for example under peak sales with skyrocketing customer queries. You have a “Customer-first” and supportive attitude with a natural understanding of how to exceed customer expectations. You are tech-savvy and have an eye for spotting sales opportunities. You are not afraid to try new things in order to put insights to good use.

But most importantly, you have the personality to fit a somewhat crazy, fun work environment where we believe in color and playfulness, a place where you can expect the unexpected and you are a source of creative weirdness. 

We are 180 colorful characters at Happy Socks from over 25 different countries and you'll be working at our quirky HQ in Stockholm.

Interested, and fitting into this profile? We would love to hear from you as soon as possible since we’re going through applications continually!