Company overview

Shiseido was founded in 1872 as Japan’s first Western-style pharmacy in the upscale Ginza district of Tokyo and is one of the oldest cosmetic companies in the world. With over 140 years of dedicated service, superior products and unparalleled technology, Shiseido’s mission is to identify new, richer sources of value and use them to create beauty in the lives and cultures of those it serves.

At Shiseido, we hold a traditional Japanese value of “Omotenashi”, the spirit of welcoming and care that cannot be translated in words. Through this spirit, we practice thoughtfulness, dedication to the needs of others and meticulous attention to every aspect of our products and service.

Job purpose

The Ecommerce Customer Care Specialist is responsible for 2nd level customer resolution support, coaching the customer care team, performance reporting, answering questions on the website, script writing, working with technical teams to resolve issues, lead customer care enhancements, and other special projects with the Digital Shared Services team. The role will require daily interaction across multiple functional teams including Marketing, Education, IT and Finance. This position demands efficient time management skills, communication skills, as well as an understanding of warehouse/fulfillment operations. This is a full-time contract position, ending December 31, 2021.

Duties and responsibilities

Key Tasks:

• Works with Customer Care team to ensure they are consistently delivering best in class customer service
• Resolves level 2 customer escalations promptly and accurately
• Develops and maintains customer care scripts, Shiseido policies and procedures
• Works closely with IT and Warehouse personnel to ensure eCommerce orders are fulfilled
• Coordinates seasonal training for Customer Care agents and informs them of new promotions, launches, and website issues or enhancements
• Works with software applications such as Salesforce Service Cloud, Sterling, Application console, Relate and Touchpoint (prior knowledge of these tools is not required)
• Leads new Customer Care enhancements and troubleshoots technical issues with IT team
• Support Virtual Consultations through Salesforce Service Cloud / SightCall scheduling, troubleshooting and discount code maintenance
• Provides testing support for website initiatives and uses JIRA to log issues
• Manages reviews and responds to questions asked on Ecommerce websites and Facebook warehouse sale page
• Works closely with Canada Post and finance to investigate lost orders and fraud
• Creates a monthly report that includes feedback about customer complaint trends and recommends corrective actions or programs to better service our customers
• During peak periods, the Specialist will be expected to assist with high volumes on phones, live chat and email
• Create monthly Voice of Consumer reports outlining customer care center volume, issue types, identifying key issues and action items
• Works on other special projects with the Digital Shared Services team as needed

Upholding the Shiseido Corporate and Brand Values

• Representing the brand image and upholding the brand values and standards in corporate and public settings
• Communicating the Shiseido story and corporate culture
• Positive and cooperative attitude to be proactive, reactive and creative problem-solving abilities to evolve with market conditions

Qualifications

• At least 5 years of experience in customer service
• Flexibility with respect to working hours – Including occasional evenings and/or weekends during peak holiday/promotional periods
• Strong conflict resolution skills to resolve customer issues
• Strong interpersonal, leadership and communication skills
• Ability to work in a fast-paced environment with a sense of urgency and strong prioritization skills
• Proficiency with software applications, including Microsoft Word, Excel and Powerpoint
• Strong written & verbal communication skills
• Ability to multi-task, set priorities and manage time effectively
• Genuine passion for beauty and digital marketing
• College diploma or equivalent required

Direct reports

• None

We thank all applicants for their interest, however, only candidates selected for an interview will be contacted.

Contract length: 3 months

Job Type: Contract

Schedule:

• Monday to Friday

Experience:

• customer service: 5 years (preferred)

Work remotely:

• Temporarily due to COVID-19