WHO WE ARE

Let Our Journeys Enrich Life

Carry essentials exist to make movement a worry-free experience, allowing us to focus on the bigger picture of our journeys. Today's industry brands are exhibiting a growing disconnection from the deeper purpose of movement, seen in standard-fare products that neither challenge norms nor present new solutions that facilitate better mobility.

LOJEL is about refocusing on how people move, but more importantly, why: connection. Putting the purpose of our journeys at the forefront of the discussion opens up opportunities for innovation. This process of discovery is what lets us empower people to move better and focus on what truly matters.

Our mission is to spark the human connections that make the world a better place—by empowering people’s journeys with thoughtful carry essentials for travel and everyday movement. We are Driven By Diversity, Intentional By Design and Purposely Positive—core values upholding our ultimate goal to inspire movement within communities and across the globe.

LOJEL is an international carry essentials brand—founded in Japan in 1989, currently headquartered in Hong Kong with teams in North America, Europe, and the Asia Pacific—and is sold in 15 territories across the globe.

SUSTAINABILITY AT LOJEL

At LOJEL, we're committed to driving positive change. We recognize the challenges our world faces, particularly with the looming climate crisis. The future is uncertain, and as a forward-thinking brand, we're dedicated to taking action.

Sustainability is at the core of our mission. By 2026, we aim to achieve B Corp certification, becoming climate neutral, and ensuring that 50% of our products are crafted from recycled or sustainable materials. To achieve these goals, we're building a team that's ready to take on this challenge head-on. Join us in making a meaningful impact on our planet while embracing a rewarding career at LOJEL.

ABOUT THE ROLE

LOJEL is looking for a passionate, considerate, and forward-thinking individual to join our CS team in delivering experiences which define LOJEL’s customer-centric mindset and approach. You’ll collaborate with our International CS team to map, develop, and execute CS journeys that streamline solutions by empowering customers to position LOJEL as an industry-leader in customer satisfaction. You’ll assist the improvement of our systems, operations and provide insights for product development initiatives by examining and extracting valuable feedback from our pre- and after-service channels.

You’ll dive into the cultural nuances of our different markets while being involved in establishing industry-elite service models and acumen for our partners and local operation teams. You‘ll work with the leadership of our brand-team to develop the blueprint of what an outstanding LOJEL customer experience looks, feels, and sounds like.

You’ll work with a dynamic, expanding global team of seasoned individuals to tackle new obstacles and challenges and push the limits of what LOJEL is capable of both as a brand and a product.

THE DESCRIPTION

• You’ll be contributing to the success of LOJEL HQ Customer Service teams.
• Ensuring that customer enquiries are handled efficiently and accurately.
• Serve as the key liaison for service related enquiries to distribution partners and international agents.
• Continuously spotting opportunities to improve operations which benefit the customer or streamline internal processes.
• Help to raise awareness for the root cause of issues negatively impacting CX to the relevant business areas.
• Build, improve and maintain a knowledge base system, including articles, FAQs, repair guides, and other relevant documentation for future reference.
• Monitor customer feedback and inquiries to identify common issues or trends that can be addressed through knowledge base enhancements.
• Contribute to international service product development, including both digital UX and IRL service products to improve after-service efficiency and deliver outstanding customer experiences.
• Collaborate with different departments, such as Product and Communications, to ensure that knowledge base content aligns with product updates and marketing messaging.
• Awareness and ability to apply ESG related initiatives.
• Worked on sustainability related projects or in sustainable companies.
• Apply and support related sustainability initiatives.

YOUR CORE SKILLS & EXPERIENCE

• Fluent written and verbal communication in English/ Chinese is essential.
• Ideal candidates are passionate, progressive, adaptable, and thrive in fast-paced environments .
• Is an organized and critical thinker with an ability to see the big picture and tackle complex problems in a methodical and organized manner.
• Understands the importance of EQ, empathy, and active listening in the workplace and community.
• Ideal candidates are meticulous, vehement, and welcome new challenges.
• Loves drilling down into data and extracting insights to better inform decision-making.

REQUIREMENTS

• Bachelor degree in a business related discipline.
• At least 2 years of relevant experience that ideally spans the service, hospitality, sales, digital marketing, luggage, CPG, or e-commerce industries.
• Comfortable with Zendesk, Slack, Asana, G-Suite.
• Has a truly global mindset, is comfortable working with a multicultural team, and can empathize with the needs of consumers in a broad spectrum of cultures.
• Has a knack for communicating and inspiring people.
• Enjoys challenges, problem-solving, and self-development.
• Thrives in a fast-paced startup environment and embraces change and the need to adapt.
• Awareness and ability to apply ESG (Environmental, Social, and Governance) related initiatives in brand strategy and execution.
• Previous experience working on sustainability-related projects or in sustainable companies is preferred.

WHAT YOU’LL GET

• 20 Annual Leave Days
• Medical Insurance
• Dental Insurance
• Multiple free LOJEL products per year
• LOJEL friends & family discount year-round
• & much more…

**Our company is a signatory to the Racial Diversity and Inclusion charter for Employers of the Equal Opportunities Commission.**

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