Mercari is a leading mobile-based C2C marketplace, currently serving a total of 60 million customers in Japan and the United States. Mercari offers a platform where people can sell and buy their own goods in an easiest-ever manner from their smartphones. We have just set up our London office and are looking for passionate professionals to launch our services in the UK. We look for solid team members in our company who can deliver great customer experiences in this most dynamic C2C business. 

-   Provide excellent customer service across all channels

-   Flag product related issue to ensure constant improvement of the service

-   Be the ambassador of the product

-   Assist management with the improvement of Team Tools and Development

-   Foster team work and a positive work environment

-   Provide excellent customer service across all channels

-   Deliver outstanding customer service across all channels and for all queries in a timely manner

-   Work efficiently to prioritize queries strategically

-   Use allocated budget to wow customers strategically

-   Ensure Mercari’s Brand and Tone of voice are reflected in every customer interaction

-   Escalate complex queries appropriately

-   Have a customer first attitude and always go the extra mile to wow customers

-   Flag product related issues to guarantee the quality of the MarketPlace

-   Gather and document insights from user queries to understand root cause of the issue

-   Report and present any trend or recurrent issues to management team

-   Be the ambassador of the product

-   Have an in depth knowledge of the app and all customer service issues (transaction, moderation and risk related) in order to be able to always assist our users

-   Constantly test the app to ensure smooth running and be up to speed with updates and new feature release

-   Constantly ensure the MarketPlace is Safe and Friendly

-   Assist management with the improvement of Team Tools and Development

-   Flag any issue with deadlines, tools and KPIs by backing it with data and proposals

-   Participate in updating procedures and templates when needed

-   Foster team work and a positive work environment

-   Communicate clearly and calmly to team members and management

-   Take feedback positively and turn it into learning opportunity

-   Constantly look at ways to improve the teamwork

-   Help teammates when needed

10% of the time will be spent reporting any issue / proposed improvement (team meetings)

90% of the time will be spent dealing with customer queries and escalations

You are:

-   Able to work autonomously and think outside the box

-   Friendly, positive and patient

-   Tech -Savvy, with a focus on mobile

-   Excited about start-ups and having an impact on the current C2C marketplace scene

-   An excellent communicator

-   Analytical and a problem solver

-   Able to work in a team

-   Extremely calm under pressure

We offer:

-   Training and learning opportunities

-   An exciting, multicultural, fast moving work environment

-   A competitive salary and monthly bonus paid upon performance (18k basic + 6000 annual bonus paid monthly upon performance)