Description:
• Serve as the primary liaison between Fanatics Collectibles and collectors for product, policy, and service inquiries.
• Support customer issues across web message, voice, and email channels.
• Use sound judgment to resolve cases, expedite solutions, and follow up to confirm satisfaction.
• Build and maintain relationships with repeat collectors.
• Develop strong knowledge of the product portfolio and release calendar.
• Perform additional duties as assigned.
Requirements:
• Fluent in Japanese.
• Experience supporting customers through web message, voice, and email interactions in both English and Japanese.
• General knowledge of the trading cards and collectibles industry.
• Strong problem-solving skills and attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency with MS Suite, including Word, Outlook, and Excel.
• Familiarity with contact center performance metrics such as AHT, CSAT, NPS, and schedule adherence.
• Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly.
• Remote role working EST hours; candidates based on the West Coast are preferred.
Benefits:
• $20-$25 USD per hour base pay.
• Remote work arrangement.
• Access to Fanatics benefits program.
• Potential for advancement within Fanatics across customer experience, project management, brand management, and other functions.