Call Center Customer Service Representative

Join our team and be the voice of GU!

Where your passion for helping others and solving problems makes a meaningful difference every day.

Who is GU:

GU is UNIQLO’s sister brand, a Tokyo based fashion brand. Our second-largest company brand in the Fast Retailing Group. Also, the No.1 fashion brand in Japan!

• GU launched its first store in Japan in 2006.
• GU has about 450 stores, mostly located in Japan, with some in Mainland China, Taiwan, and Hong Kong.
• GU launched its first store in USA in 2024
• Our brand name is derived from the Japanese word “jiyu” meaning free and unconfined

What’s GU’s MISSION:

GU’s concept is YOUR FREEDOM! We help people express themselves d enjoy their individuality through our clothing.

• As a “unique low-priced fashion brand,” GU believes that, together with UNIQLO, the group will be the No. 1 apparel company in the world!

Position Overview:

As a GU Customer Service Associate in our NY call center, you’ll engage directly with customers, resolve inquiries and escalations, and foster exceptional service experiences through close collaboration cross-functionally to uphold the GU service philosophy. Great U, Great Together!

Job Responsibilities:

• Interact with customers over voice and written channels (via phone and email)
• Respond to queries related to products, services, processes and policies timely
• Handle and resolve complaints, store service, and ecommerce feedback in accord with established policies and procedures
• Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy.
• Assist customers with placing orders and navigating our ecommerce site, troubleshoot online and checkout issues and report technical concerns to respective internal departments for resolution
• Liaise with distribution centers to research disruption to order fulfillment or return process and retail stores to resolve customer concerns related to store experience
• Any additional duties that are necessary due to the evolving needs of the business assigned by direct supervisor

Qualifications:

• 1-3 years of customer service experience, call center environment preferred
• High school diploma required
• Retail or ecommerce experience preferred
• Excellent interpersonal skills with the ability to build and foster strong cross-functional relationships, internally and externally
• Strong verbal and written communication skills with mathematical aptitude to accurately process refunds and customer transactions.
• Experience with case management systems; familiarity with Salesforce required, and Amazon Connect experience is a plus.
• Proficiency in Microsoft Office applications, with advanced Microsoft Excel skills strongly preferred.
• Strong computer literacy with the ability to quickly learn new technologies and efficiently navigate multiple software systems, applications, and platforms simultaneously
• Pleasant telephone manners and calm disposition
• Analytical, problem solving, and probing mindset to identify root cause and improvement opportunities
• Minimum typing of 35-40WPM
• Ability to adapt to changing demands of the work environment
• Positive attitude and open to constructive criticism and continuous improvement in performance job functions
• Excellent listening, written and oral communication skills
• Regular, dependable attendance and punctuality at our NYC based call center location

Compensation & Benefits:

• Salary: $ 20.00 per Hour
• This is a part-time nonexempt position
• 401K Savings Plan (with employer matching)
• Plum benefits, commuter benefits, gym discounts and 30% GU and Uniqlo Employee Discount (All FR Brands)

Schedule:

• Schedule requirement is availability from 9am-5pm, 3 days a week on site in NYC office
• Day's range from Monday through Thursday, no Friday or weekend required.

*The offered salary or salary range is based on several factors, including, but not limited to, overall experience, relevant experience, education level, certifications, applicable skills and expertise, and location of the position.

The Company is committed to equal pay initiatives and will not ask candidates for their current or past salary. As an Equal Opportunity Employer, Fast Retailing does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.