Consumer Experience Specialist(Japanese speaking)

About the Team Language requirement: Japanese, English or Chinese Location: Shanghai, China Role Overview The Consumer Experience team is critical to forging and maintaining lasting relationships with our millions of customers from GOAT, alias, and Flight Club. Reflecting GOAT Group’s core values of authenticity and innovation, you will join a collaborative team that solves problems with thoughtfulness, empathy, and speed. The result is a world-class customer experience that builds trust with our buyers and sellers worldwide. In this role, you will Resolve customer support issues with the utmost patience and by adhering to company policies Provide real-time customer support with a positive attitude through email in the Zendesk system Troubleshoot and escalate technical issues related to our mobile apps and website to the team lead Work closely with other support teams, including but not limited to the Operations team, Engineering team, etc Be flexible to carry out other assignments as they come up We are looking for Excellent written skills in Japanese, able to interact with customers in a clear and concise manner but also pay attention to details A good understanding of consumer experience, has the ability to communicate ways to support our customers globally and improve the overall customer experience A highly organized candidate with the ability to prioritize work and manage time effectively; can thrive in a fast-paced, independent, multifaceted environment Be a quick learner, a self-starter, and a team player who is able to make independent decisions based on guidelines and meet expectations Must be available and willing to work extended hours including weekends, holidays, or crunch times as needed, to meet business needs 1-2 years of experience in consumer service/experience or in the eCommerce industry is a plus PS：The resume can send by English or Chinese version GOAT日语客户服务专员 语言要求: 读写精通日语+中文 或日语+英语 工作地点: 上海 关于团队 我们拥有数百万计来自于GOAT, alias和Flight Club的客户，对于与他们建立并维护长久的关系，客户体验团队至关重要。您将加入一个秉承GOAT“真实”与“创新”核心价值观，全面周到、富有同理心，并能够快速响应的高效协作团队。我们致力于与全球的买家和卖家建立相互信任，为其打造一流的客户体验。 工作职责 在遵守公司政策的基础上，以极大的耐心解决客户提出的问题 通过Zendesk的邮件系统，以积极的态度提供实时的客户支持 排除移动应用程序及网站相关的技术问题，或者将其升级汇报至团队负责人 与公司其他团队密切合作，包括但不限于运营团队，工程技术团队等 当面临其他任务时可以灵活支持 职位要求 优秀的日语读写能力，注重细节，同时能以清晰简洁的书面形式与客户进行沟通 对客户体验有自己独到的见解，通过沟通协调的方式为全球的客户提供支持，并提升整体客户体验 优秀的组织能力，能够划分工作的优先顺序并有效管理时间；能够适应快节奏、独立、多元的成长环境 优秀的学习能力并能够自我激励，有团队协作精神，能在原则内做出独立决策并满足公司的期望 可以根据电商行业及公司业务需求，愿意接受周末及节假日调休安排 1-2年客户服务经验或电商行业的工作经验者优先 提醒：简历可发送英文版或中文版本 GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–GOAT Group has a global community of over 50M members across 170 countries. GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries. Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers. Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible. The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator. We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes. GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants . If you are an EU or UK resident, please review our  EU / UK Candidate & Employee Privacy Notice.