Client Services Advisor

Job Description

Acne Studios is a progressive luxury house and through collaboration and curiosity, we set high aspirations and strive for excellence. We value everyone’s contribution and embrace feedback to develop ourselves and others. We aim to minimise our environmental impact across all our operations and to address societal challenges in the way we conduct our business.

We are 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 Advisor. In 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 Services Team Lead 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.

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CULTURE OF COLLABORATION

We firmly believe that when you feel supported, included, and trusted, it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds, each with their unique skills and experiences.

WHAT YOU WILL DO

As Client Services Advisor you will play a vital role in

• Provide excellent, best in class service and support to our customers primarily through email, telephone, live chat and social media.
• Navigate a high level of customer orders and logistics, with active use of our order management system and order database.
• Contribute to the smooth fulfilment of all orders across channels (i.e. e-commerce, BOSHIP).
• 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.

WHO YOU ARE

You have high aspirations and focus on details that create substantial impact. You enjoy working as a team and you embrace feedback to develop yourself and others. You are curious and thrive in a dynamic environment. Cooperation, respect, and clear communication are important, along with your ambition to learn and grow. If these qualities speak to you, we would love to have you on our team.

Specific personal qualities for this role:

• Strong client relationship and interpersonal skills.
• Positive 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 organisational skills, attention to detail and ability to multitask.

Specific experience and knowledge for this role:

• At least 2 year of documented work experience within e-commerce customer service or retail.
• Excellent written and spoken communication skills in Japanese and English with an emphasis on proper grammar are required.
• Familiarity with ticketing systems (Zendesk), Customer Relationship Systems (CRM), Order Management Systems (CHQ, WMS), and/or omni-channel initiatives.
• 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.
• Fluent in English

What matters most to us is not whether you master all the listed knowledge and skills. We are dedicated to recognising the potential in each individual. We embrace diversity of people as well as ideas and viewpoints and encourage everyone's individual expression of their own identity.