Gec Educator, Japan (customer Support | カスタマーサポート)

Location: Japan

State/Province/City: Tokyo

City: Tokyo

Business Unit: Store Support Centre (SSC)

Time Type: Full-time



Description & Requirements

Who we are

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

About this team

The GEC Educator is responsible for all one-on-one interactions that take place across our communication channels (phones, email, live chat, etc.) and actively contributes to the experience of our guests. You will be responsible for delivering a cohesive and wow guest experience for all guests.

A day in the life:

• Provides guests with world-class education and guest experience in the areas of product, culture, and community to speaking authentically about product use through their own experience
• Product education: communicates features, benefits, fabric properties, usage, and care instructions using the GEC's various channels of communication
• Culture education: demonstrates the culture held within our company, including: attitude of fun, respect, support, empowerment, encouragement, passion, and interaction with other staff
• Community education: ensures guest is aware of locally-relevant in-store and community events
• Handle guest inquiries through multi-channel communication (telephone, email, live chat etc.) to ensure a ‘wow' guest experience
• Use of online store backend systems to manage guest inquiries related to orders, product, etc.
• Assisting with daily, weekly, and monthly reports using online systems
• Communicates in a professional manner treating all with empathy and respect
• Can respond to all company and general inquiries, which requires a broad knowledge base
• Is a go-to for ecommerce updates and inquiries, and retail updates and inquiries
• Communicate regularly with SSC departments and external partners
• Manage and resolve guest compliments and complaints related to the ecommerce store
• Occasionally work in store
• Listens to guests with empathy and provides resolutions in the moment

Qualifications:

• Extraordinary guest interaction top of mind
• Passion for and involvement in yoga and/or other fitness, health, or sports activities required. We expect that you will be enrolled in participating in weekly fitness activities in the community
• Great communication, both verbal and written
• Strong problem-solving skills
• Excellent team player and ability to work independently
• Upbeat, optimistic, passionate, friendly, and authentic
• Amazing organizational and time-management skills
• Responsible and dependable
• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 40wpm, and strong experience on the www
• Customer service experience is an asset
• Tertiary education is an asset
• Fluency (both written and spoken) in your local language, English is a plus!

Must haves:

• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
• Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
• Communicates with honesty and kindness, and creates the space for others to do the same.
• Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Fosters connection by putting people first and building trusting relationships.
• Integrates fun and joy as a way of being and working, aka doesn't take themselves too seriously.

Beyond the Paycheck (Benefits & Perks)

At lululemon, we care for and invest in the whole person – body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs.

Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

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