In short

At On we don’t call it Customer Service - we’re Happiness Deliverers – and our team is growing!

You will be the first point of contact for our webshop customers and responsible for their questions via phone, e-mail and CRM tool in either German and English.

As Customer Service Representative with a focus on our E-Commerce customers you are helping us achieve our goal to become the company that is known for their customer service excellence. You will be delivering the WOW to our customers with maximum flexibility and freedom in your way of working.

Your Mission

  • Build trust by understanding the unique needs of our customers and resolving every situation by delivering the WOW and exceptional customer service

  • Manage and prioritise multiple inquiries simultaneously, including communication via phone, email and chat

  • Process web shop orders, exchanges and returns in Salesforce and D365 Listen to and advise our customers as to which On product(s) is the best for their needs

  • Communicate with our third-party warehouses and shipping partner daily regarding orders, returns, and any order discrepancies

  • Lead and participate in special projects aimed to improve our team function and increase our WOW factor

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Your story

  • You have previously worked in a customer oriented environment and you have a passion for customer service, emphasising on delivering high-class experience

  • You are confident to communicate in English and German with our customers, but also across all levels and functions within the company (written and spoken), any other languages are a big plus

  • You feel comfortable working with Email, Microsoft Office, etc. Experience with Salesforce or other CRM tools is a plus

  • You have great attention to detail and organisation skills while maintaining a sense of urgency and the ability to prioritise under pressure

  • You have excellent interpersonal skills with a focus on relationship building, listening, and questioning

  • No problem is too big for you, you enjoy putting your analytical skills to the test and finding creative solutions

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About the Team

Being in direct contact with our customers means we are able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible.

Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That's why we are called Happiness Deliverers.

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People walking down a street in Yokohama.

While we spend our days bringing the Positive Spirit to customers, we couldn't do that without one another. Celebrating successes, helping people out across regions and empowering our teams to deliver that extra something.

Learn about our Spirits
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Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.