Customer Support Associate - Japanese Speaker

Fanatics Collectibles • Los Angeles, CA

1d • $20 - $25 • Remote

About The Position

Fanatics Collectibles is seeking Customer Support Associates who will act as a liaison between the company and its Collectors, serving as a single point of contact for all inquiries regarding products, policies, and services. This role is crucial for supporting Collectors in Japan, with a preference for candidates based on the west coast. The position reports directly to the Customer Service Manager and is a remote role operating during EST hours. Collector Support is fundamental to Fanatics Collectibles' mission of relentlessly enhancing the Collector experience, and this role offers opportunities for advancement within the company in areas such as Customer Experience, Project Management, and Brand Management. Fanatics is looking for proactive, enterprising individuals eager to work directly with customers and build a long-term career within the company.

Requirements

• 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

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

Benefits

• The salary range represents base pay only and does not include short-term or long-term incentive compensation.
• When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
• For information about our benefits, please visit https://benefitsatfanatics.com/

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed