customer relations Watford, East of England, England
Job description
We're ASOS. We blend our flair for fashion with our love of cutting-edge technology, but more importantly were interested in how we can bring the best out of you.
We exist to give people the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgment, and channel your creativity into a platform used by millions.
Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.
About the Team
Our customers are at the heart of everything we do, which means that we try to get things right for them first time, every time. We're 24/7, we're multi-channel and we're truly global. All of this means that we strive to make our customer's journey with us something we're proud of. We're an energetic, friendly bunch and we thrive in our ever-changing business. Whether we're reviewing orders, making sure customers are protected when they shop with us or whether it's having a chat with a customer seeking that perfect outfit, we enjoy being a part of the ASOS journey and being a part of its success.
Our Language ‘Model Office’ is without a doubt a multicultural environment. Our language teams deal with our language speaking customers directly on the frontline of our Operation, so therefore need to be fluent in both English and German to fully understand the ASOS business, processes, websites and culture.
The team need to be able to communicate effectively with stakeholders from Ops Support, Ops Readiness, Language Localisation, third-party providers and our Language speaking customers through live interactions and on occasion via email or offline activities.
About the Role
You’re a key member of a Language Model Office team who are responsible for the customer journey from start to finish in a live environment, whilst creating value and aiming for first contact resolution. You're empowered to own your performance KPIs using data & tools, customer & quality feedback. You will also be dealing with escalated queries and putting your exceptional tone-of-voice and creativeness into action.
You'll look for ways to continuously improve your performance and your development with the support of your Team Leader & Senior Advisor, whilst ensuring you’re managing your time against your given schedule. You’ll need to be flexible, as dependent on business & customer needs.
The way you're behaving incorporates an understanding of our ASOS Values - Authentic, Brave, Creative and Disciplined. You’re a member of an empowered language model office team who have a continuous improvement mindset & own it for our customers. Additionally, you’ll test new processes & digital care functionalities before roll-out.
What You’ll be Doing
- Providing a customer experience that you’re proud of through live interactions whilst achieving First Contact Resolution.
- Responsible for model office testing before global roll out using your leading source of knowledge.
- Achieving Key Performance Indicator's (KPI’s) whilst owning your quality & touchpoint net promoter score (tNPS) feedback and results.
- Working with your team leader and colleagues across Customer Care to highlight any trends or opportunities identified through customer interactions
- Dealing with customer escalations
- Adhering to customer confidentiality guidance and data protection legislation.
- Managing your own development and supporting others to maximise team potential.
- Responsible for processing all types of refunds & replacements with commercial awareness whilst adhering to our business processes.
- Resolving ad-hoc non-live or offline work such as legal complaints or supporting on priority queues
- Supporting the CC digital care roadmap including testing and improving our digital capabilities
- Supporting our culture by driving Diversity, Equity & Inclusion strategies.
Who We’d Like to Meet
- Proven Contact Centre experience
- You're passionate, driven & customer-obsessed, with excellent computer and typing skills
- Fluency in German and English
- The ability to work and communicate effectively in a team
- Confidence working towards targets in what can sometimes be a high pressurised environment with a good attention to detail
- An understanding of what makes great customer service, with a genuine passion to deliver it
- A passion to want to be an ambassador for the ASOS brand, positively living our values and behaviours
- Can demonstrate being a self-starter, flexible and able to adapt to changing circumstances
- Demonstrates organisation and time management skills
- Ability to interpret reporting
- Supporting our culture by driving Diversity, Equity & Inclusion
Additional Information
What’s in it for you?
- Employee discount (hello ASOS discount!)
- ASOS Develops (personal development opportunities across the business)
- Employee sample sales
- Access to a huge range of LinkedIn learning materials
- 25 days paid annual leave + an extra celebration day
- Discretionary performance related bonus scheme
- Private medical care scheme
- Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Our Commitments
We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how are we doing it?
We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.
We have several employee networks that operate as safe spaces, to help support and celebrate our people - find out more here.
Do you need any reasonable adjustments? Our recruitment team will be happy to support you in the best way possible if you feel comfortable raising this. It’s also our policy to interview all candidates with a disability who meet the minimum requirements for roles they have applied to.
If you have any questions about the policies we have in place to support our employees (e.g. our parental leave approach), just let our Talent team know.
