Customer Experience Specialist (English & Japanese Speaker)

At Too Good To Go, we dream of a planet with no food waste.

Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis. 

We are on a mission to change that - are you with us?

Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 117 Million users, and more than 439 million meals saved.

We’re proud of what we’ve achieved so far, but we are just at the start of our journey.

We’re looking for an exceptional Customer Experience Specialist to join the Global Customer Experience superstar team at Too Good To Go.

This position requires to work from Tokyo, Japan and travelling to the office twice a week 

Your mission

Reporting directly to the Customer Experience Lead, you will be the face of Too Good To Go for our users and partners and turn them into ambassadors by providing efficient and friendly customer experience. You’ll inspire and empower them to take action against food waste and to become part of the movement. You will play a pivotal role in the expansion and success of our presence in Japan, positioning Too Good To Go as a key partner in the fight against food waste.

 Your role

• You will be the main point of contact for our customers and partners ensuring they receive outstanding customer/partner support by answering inquiries through email, chat and phone.
• You will answer all questions through some of our SSMM tools (such as Facebook, App Store, Play Store and Trustpilot)
• You will encourage, inspire and empower our partners and consumers towards a more sustainable behaviour.
• You will be our best ambassador by embodying the philosophy and tone of our brand. 
• You will collaborate closely with other teams to spot challenges early on and enhance efficiency.
• Adhere to SOPs (Standard Operating Procedures), and provide feedback on anything that doesn't make sense.
• Accurately deliver customer and partner voice into actionable insights, thereby contributing to business expansion in Japan

Requirements

• You have previous experience in customer center (some experience in a contact or call centre will be a plus)
• You have previous experience working with CRMS like Zendesk & Salesforce
• You are fully proficient in Japanese and English, with strong reading and writing skills
• You’re a first-class and inspiring communicator using Keigo in a customer service environment and can express it both verbally and written.
• You’re comfortable working towards KPIs and performance targets, with a strong focus on delivering great customer outcomes
• You are a team player who loves helping others, building positive relationships and resolving conflicts with our users and partners
• You have the ability to maximize the performance of the CX team by prioritizing the delicate balance between Productivity and Satisfaction.
• Ability and desire to communicate smoothly with key stakeholders, such as the Sales and Marketing teams, and find fulfillment in contributing to the success of all teams.
• You like being part of a fast-pasted dynamic environment and like to engage with  customers and business partners 
• You are detail-oriented and stay focused even when you have to handle repetitive tasks.
• Working somewhere where you can have a social and environmental impact is one of your absolute dreams. Sustainability is a great passion of yours and something that shines through in your professional and personal experiences.
• Previous experience working in a marketplace or the Food Industry will also be a plus.

Our Values:

• We win together
• We raise the bar
• We keep it simple
• We build a legacy
• We care 

 What we offer:

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you get to wake up every day knowing you’re achieving positive change.
• The experience of being part of an international company with 1500+ enthusiastic and highly talented teammates across 20 countries – always ready to share knowledge and support!
• An open company culture where you have the independence and room to unleash your creativity.
• A strong team culture where successes are celebrated together.
• The current working hours are 9:00 AM to 6:00 PM, Monday to Friday (with national holidays off), but there is a possibility that shift work will be required in the mid-long term due to business expansion.

How to apply

• We are passionate about recruitment and grateful for your interest! Please carefully read everything written above and check out our website and international media to get a good overview of Too Good To Go. 
• Submit your Resume and Cover letter in English.
• Please note that we only accept applications coming through our platform. Resumes and/or Cover Letters will not be accepted by email or LinkedIn direct messaging.
• The application process consists of a short video call with Talent Acquisition, followed by an interview with the hiring manager. 

Too Good To Go is an equal opportunity employer

A Movement for Everyone
We want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.
We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.