eCommerce Customer Service Representative

The eCommerce Customer Service Representative at ASICS is responsible for managing all inquiries from our online customers through phone and email. This includes assisting with order updates, processing returns, handling order cancellations, and resolving payment issues while adhering to our daily KPIs.

To apply for the eCommerce Customer Service Representative role at ASICS, candidates typically need two years of customer service experience, ideally in the retail industry, with strong IT literacy. Familiarity with SAP, Excel, and superior communication skills are also important qualifications.

As an eCommerce Customer Service Representative at ASICS, you can expect a collaborative and supportive work environment. We celebrate a performance-driven culture with opportunities for career growth, plus hybrid work options that prioritize your well-being and flexibility.

Yes, the eCommerce Customer Service Representative at ASICS is a permanent full-time position, offering competitive salary and bonuses, along with benefits such as paid parental leave and generous annual leave loading.

ASICS is committed to providing its eCommerce Customer Service Representatives with various supports, including a new office facility with ample parking, a free onsite gym, personal training sessions, and a strong emphasis on career development and community engagement.

To effectively handle customer complaints, I would first listen attentively to the customer's concern, empathize with their situation, and assure them that I am here to help. I would gather all relevant information and take ownership of the issue, ensuring I follow through on any resolutions or follow-ups required.

I have over two years of experience in customer service, primarily in the retail sector, which has equipped me with the skills to manage inquiries efficiently. I thrive in KPI-driven environments and can communicate effectively to resolve issues promptly.

During busy periods, I prioritize tasks by sorting inquiries based on urgency and customer impact, ensuring that critical issues are addressed first while still working on less urgent requests in a timely manner. This allows me to maintain a streamlined workflow.

I have extensive experience working with CRM systems and SAP for order management. Additionally, I am proficient in using Excel for data tracking and reporting, which I believe is crucial for maintaining accurate records of customer interactions.

To ensure accuracy in processing orders and returns, I double-check all details before confirming transactions. Additionally, I keep up-to-date with the company policies and procedures to minimize errors and maximize customer satisfaction.

In a previous role, I noticed unusual patterns in transaction data suggesting potential fraud. I promptly flagged these cases for my management team to investigate further, demonstrating my proactive approach and attention to detail.

I build rapport by being personable and relatable in my communication, actively listening to customers’ needs, and providing personalized responses. Establishing trust is easiest when customers feel heard and valued.

I manage multiple inquiries by staying organized and using a prioritization system to ensure I address the most urgent issues first. Using technology like chat platforms or ticketing systems can also improve efficiency when handling several queries.

My motivation comes from my passion for delivering excellent customer service and helping customers find solutions. Seeing customers satisfied motivates me to continue improving my skills and contributing to ASICS' success.

If I don't know the answer to a customer’s question, I would acknowledge the gap in my knowledge and assure them I will find the information. I would either research or consult with a colleague to provide them with accurate information promptly.