Customer Support Specialist (Tokyo)


Tokyo, JP
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/25/2021
  • Website:
  • Company Address: , Amsterdam, Netherlands

About VanMoof

We’re obsessed with cities. So are our bikes. Truly city-proof, they shrink long commutes, defend themselves against thieves, battle hills and headwinds, and make you feel like a straight-up superhero.

Job Description

Our Brand Stores are more than just bike shops – they’re the city hub for all things VanMoof. Our riders can take our latest e-bikes for a spin, stop by for a tune-up or repair, or even just drop by for a great cup of coffee. We're looking for an energetic ambassador to join our Brand Store team in our Japanese VanMoof ‘embassy’: the Brand Store in Harajuku, Tokyo.

Our Customer Support Specialists are our customers best friend (most days)! A troubleshooter who helps our riders when they need it on their journey from the moment they even think of a VanMoof. You will be there with useful and timely (within 24 hours) help for any questions concerning the purchase of products or assistance with issues so our riders can get back on their bike as quickly and happily as possible. Increasingly, we want to have as many solutions as possible accessible online, so it will also be up to you to continually update and improve these solutions, and of course to point the customer in the right direction. Finally, you will be the voice of our customer internally, constantly pushing us to be better with our service, approach, and of course our bikes!

Our ideal candidate is an energetic, pro-active Customer Support talent with excellent communication skills who'll give every rider stepping into our Tokyo Brand Store a warm VanMoof welcome.

What you’ll do:

    You'll be responsible for accurate and timely resolutions of JP customers sales & support related questions via all channels( e.g. email, chat and phone)
    You'll process manual orders from customers
    You'll assist customers from the first question or advise till receiving the ordered products
    You'll escalate issues which can not be answered by the junior support manager to the Customer Support manager
    You'll indicate improvements on or any channel to the Customer Support Manager or directly to the team responsible.
    You'll extend in-depth knowledge of the VanMoof products and non VanMoof products that have been or will be sold by VanMoof

What you'll bring:

    You have at least a year of experience in customer service.
    You have excellent communication skills in English and Japanese.
    Your availability is flexible (you’re able to work both weekdays and weekends).
    You have a strong affinity with the VanMoof brand and our mission to get the next billion on bikes.
    You're a welcoming and hospitable people-person with excellent communication skills.
    You’re energetic and positive.

What you'll get:

    15 holiday days plus public holidays
    Annual bonus scheme
    Your very own VanMoof bike (lend-lease)
    Laptop, screens, and software tools
    Insider experience in a rapidly-growing international company
    A space for you to grow your entrepreneurial skills
    Special snacks, tasty coffee, and lots of tea

About us:

We’re making it our mission to get the next billion on bikes. Truly city-proof, our rides shrink long commutes, scare off bike thieves, and amplify your pedal power. We’re riding the future together. Are you in?

Job descriptions are difficult to interpret. We understand you might not tick all of the boxes above. The truth is, we don't either. If you feel excited about our upcoming challenges, we encourage you to apply now.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.