Job Description 

The Customer service team at Abercrombie & Fitch is a critical component of the customer experience and our commitment to quality.  The team supports our brands (Abercrombie & Fitch, A&F Kids, and Hollister) across all of our channels.  We strive to provide our customers with legendary service with personal attention and focus on first contact resolution. The APAC Customer Care specialist is a critical role in managing internal and external customer care operations in support of our APAC customers.  They are responsible for delivering upon our customer care initiatives in the region, driving results across our key performance indicators and driving process improvements. They will work closely with cross functional partners, the local Shanghai home office team and the home office customer care team in Ohio, along with our A&F center in Shanghai as well as the TMALL customer care team.  This role will also interact with local AIC officials as needed on customer escalations and AIC complaints to facilitate resolution. 

What Will You Be Doing? 

• Responsible for delivering on the expectations of the key performance indicators for the A&F Shanghai customer care center, inclusive of customer satisfaction scores, quality assurance, AIC complaint volume and productivity.  Ensure all SLAs and SOPs are being achieved and adhered to.
• Responsible for holding our Baozun/TMALL customer care team accountable to key metrics agreed upon in the contract.
• Responsible for working directly with customers and AIC officials to facilitate successful complaint resolutions that results in high customer satisfaction while mitigating AIC regulatory risks and consequences. 
• Regularly meet with Shanghai A&F customer service leadership team and representatives to conduct round table meetings to identify opportunities to improve both the customers’ and representatives’ experiences.
• Inspect what we expect:  conduct quality assurance checks against all customer interactions (all reps and all channels).  This is inclusive of both A&F customer service and Baozun/TMALL.
•  
• Identify root cause of AIC complaints and customer escalations.  Report on root cause analysis with actions to mitigate and address the root causes.
• Collaborate and Team Up with Shanghai A&F Marketing team to support key marketing campaigns, promotions and initiatives.
• Conduct customer service training and support with local A&F customer service team members as well as Baozun/TMALL customer service team members to ensure high customer satisfaction
• Act as a resource to Store Management to facilitate resolution of both store and OMNI customer complaints and escalations.
• Create and distribute regular reports along with insights and actions from the reports.

What Do You Need To Bring? 

• Bachelor’s degree, 4-5+ related experience
• Passion for delivering on the highest standards for customer service.  A drive to be the best.
• Experience managing/overseeing Representatives in a Contact Center in China
• Experience working with customers directly to resolve escalated issues in collaboration with AIC officials
• Experience delivering coaching/feedback to Representatives
• Bilingual in Chinese and English fluency required.  Japanese nice to have.

Our Company

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, [including flexibility and competitive Paid Time Off], as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive Bonus Program  
• Paid Time Off and Work From Anywhere Flexibility    
• Paid Volunteer Day per Year, allowing you to give back to your community 
• Merchandise Discount 
• Medical, Dental and Vision Insurance Available 
• Life and Disability Insurance 
• Associate Assistance Program 
• Paid Parental and Adoption Leave 
• Access to Carrot to support your unique parenthood journey 
• Access to Headspace dedicated to creating healthier, happier lives from the inside out 
• 401(K) Savings Plan with Company Match 
• Opportunities for Career Advancement, we believe in promoting from within 
• A Global Team of People Who'll Celebrate you for Being YOU 

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER