On - DTC Customer Service Representative - Seoul

Team for Career Site

Customer Service

In short

As an On Customer Service Representative with a focus on direct to consumer (DTC), your number one job is to ensure On customers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will be the first point of contact for our direct web shop customers and responsible for inquiries via phone, email and live chat from our Korean customers.

With each case you handle, you will aim to WOW our customers and will always strive to find a customized solution.

Your mission

– Build trust by understanding the unique needs of our customers and resolving every situation with a WOW factor
– Manage and prioritize multiple concerns simultaneously, including communication via phone, email and chat
– Process webshop orders/exchanges/returns/warranty claims in Salesforce/Microsoft Dynamics
– Monitor, investigate, flag DTC (direct to consumer) system issues and collaborate with the right teams to determine root causes and potential resolution
– Work closely with internal teams to address logistical challenges during order fulfillment and provide technical support to customers as needed.
– Advising our customers as to which On product(s) is the best for them
– Responding to all inquiries within 24 hours while identifying any escalated unresolved issues
– Communicate with our third-party warehouse, shipping partner, and vendors daily regarding orders, returns, and any order discrepancies
– Lead and participate in special projects as needed to improve team function and increase our wow factor
– Other duties as needed

Your story

– Experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
– Great attention to detail
– Effective communication across all levels and functions
– Always keeping the customer needs front of mind and a passion for creative solutions
– Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills
– Excellent written and oral communications skills in Korean (native speaker)
– Very good command in spoken and written English
– Always thinking of ways to improve the customer experience with a sense of -urgency to deliver the WOW

Meet the team

You will be the first team member focussed on our DTC customers, and working alongside one colleague who is dedicated to our B2B accounts. During your work day, you will work with our customer support and order management systems to assist our customers with their needs. Your direct leader will be based in Japan.

More broadly, you will be part of a small, but growing, team based in Seoul, overseeing sales and marketing for the Korean market. You will also interact with other Happiness Delivery (Customer Service) colleagues in Japan and across the APAC region, our Hong Kong warehouse (from where products are supplied to Korea), as well as global stakeholders occasionally.