ЯпонияSeller Support Adviser, APAC
4 дн. назад
ЯпонияHybrid
Provide support and assistance to marketplace sellers in the APAC region to improve their experience and operations on the platform.
Обязанности
- As a member of the Supply team in APAC, you will be responsible for supporting all requests coming from our Sellers through Seller Support Center and/or email and other communication systems, covering the entire APAC region (Japan and Australia).
- Respond to seller queries in a timely and accurate way, via email or chat mainly, call or meeting when needed. Communicate in a clear and concise way.
- Follow up to ensure their issues are resolved.
- Be a mediator between all stakeholders and sellers by adapting your answers to the needs of each seller. All sellers must be given the same information, but you need to be able to identify them and adapt accordingly.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Update our internal databases with information about technical issues and useful discussions with our sellers.
- Identify needs and help them use specific features. You play a key role in educating our seller base.
- Communicate and inform sellers about new back office features and functionalities.
- Assist relevant stakeholders in improving our seller FAQ, aiming to reduce the overall contact rate by providing qualitative self-help to our sellers.
- Gather feedback and share with our Product, Sales and Marketing teams.
Другое
- We’re here to help make tech reliable, affordable, and better than new . We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.
- Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.
- Are you ready to join us?
- In order to improve our seller experience using Back Market, we are looking for a Seller Support Advisor based in our Tokyo office. As a member of the APAC team, you will be the initial point of contact for sellers who need help operating on Back Market. You will work closely with the Supply team in APAC and report to the supply team lead in Japan.
- You will be able to contribute to the overall business by leveraging your findings and supporting our sellers across their partnerships with Back Market.
- This is a hands-on support role. It is suited to someone who enjoys solving practical problems, communicating with different stakeholders, learning new tools, and improving the way support is delivered.
- Be a part of the movement. Join the refurb revolution.
- You can confidently speak and write in Japanese and English.
- You have 1~3 years of experience in sales, business development, and account management roles, and/or operational support roles for those teams
- You are able to learn new tools, policies, and operational processes quickly.
- You understand how CRM software programs work, and you can find your way around ticketing systems.
- You are able to effectively work with multiple stakeholders (Finance, Care, Product).
- You are customer-focused and have an ability to resolve complex issues whilst maintaining strong client r elationships. You have strong attention to detail when recording cases, checking information, and following processes.
- You have a practical and proactive approach to resolving problems.
- You demonstrate empathy and excellent communication skills.
- You have previous experience in e-commerce companies or fast-growing startups (preferred, but not mandatory).
- At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).
- No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:
- - A mission driven work environment where your day to day makes an impact on the planet. Seriously.
- - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
- - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.
- At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.
- We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications.
- If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.