Note: The job is a remote job and is open to candidates in USA. Fanatics is a global digital sports platform, and Fanatics Collectibles is building a next-generation collectibles company at the intersection of collectibles, culture, and technology. The Customer Support Associate will serve as a liaison for Collectors in Japan, handling inquiries across web message, voice, and email channels while resolving issues and maintaining customer relationships. This remote role reports to the Customer Service Manager and works EST hours.
Responsibilities
- Liaise between Fanatics Collectibles and Collectors by supporting all inquiries and issues
- Model exemplary service through web message, voice, and email channels
- Delight Collectors: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
- Build and maintain relationships with repeat Collectors
- Develop a thorough knowledge of Fanatics Collectibles’ product portfolio and release calendar
- Additional duties as assigned
Skills
- Fluent in Japanese
- Positive, Collector-minded individual with a passion to serve
- General knowledge of trading cards and collectibles industry
- Strong problem-solving abilities and attention to detail
- Excellent interpersonal, verbal, and written communication skills
- Able to multitask, prioritize, and manage time effectively
- Proficiency in MS Suite, including Word, Outlook & Excel
- Familiarity with contact center performance metrics (e.g. AHT, CSAT, NPS, schedule adherence)
- Experience working through web message, voice, and email interactions with customers in both English and Japanese
- Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly
- This is a remote role working EST hours
- This role will support our Collectors in Japan so candidates based on the west coast is preferred
Benefits
- This is a remote role.
- These roles have a history of advancement within Fanatics up to the Director level in Customer Experience, Project Management, Brand Management, and more.
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