Customer Experience Analyst

Job Description

Company Overview :

Apparel that comes from the Japanese values of simplicity, quality and longevity. Designed to be of the time and for the time, LifeWear is made with such modern elegance that it becomes the building blocks of each individual’s style. A perfect shirt that is always being made more perfect. The simplest design hiding the most thoughtful and modern details. The best in fit and fabric made to be affordable and accessible to all. LifeWear is clothing that is constantly being innovated, bringing more warmth, better design, and better comfort to people’s lives.

Position Overview :

UNIQLO USA is looking for a talented and energetic analyst to join our Customer Engagement Center. This individual will be responsible for finding ways to improve the overall customer experience based on Voice Of Customer (VOC). We expect this person to represent our current and future customers, working directly with management, and key department leaders.

Job Responsibilities :

• Analyze customer inquiries, various types of feedback. and related data.
• Report to management and department leaders with suggestions on how to improve customer experience when working with logistics-related inquiries.
• Understand customer voices, identify and work closely with business stakeholders both internal and external to troubleshoot customer pain points with the customer experience with efficiency.
• Ownership to resolve customer issues including responding to customer inquiries and creating / updating SOP.
• Continuously work with CEC team members to streamline and improve the customer experience and operations efficiencies within CEC.
• Be able to take the lead as necessary, including customer support, in order to investigate the actual situation and resolve issues.
• Collaborate with the Loss Prevention and Fraud Investigation teams to identify and resolve issues impacting customer experience.
• Is up to date and understanding of industry fraud trends
• Skills in defining requirements for operational changes or service improvement
• Capability to adhere to team processes and standards, while leading process improvement efforts.
• Ability to work in a fast-paced environment while maintaining a high level of attention to detail.
• Other duties as assigned by supervisor

Requirements :

Salary : $92,000 - $97,000

The Company is committed to equal pay initiatives and will not ask candidates for their current or past salary.

As an Equal Opportunity Employer, Fast Retailing does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic / civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.