German Customer Care Advisor - Watford, United Kingdom - ASOS

ASOS

Verified Company

Watford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company 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.

Job Description:

You're a key member of a Language model office team - who's 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 would also be dealing with escalated queries and putting your exceptional TOV and creativeness into action.

In your role 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.

THE TEAM

You will be

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 & 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 adhoc nonlive 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.

Qualifications:

We'd love to meet, someone with

Proven Contact Centre experience
You're passionate, driven & customer obsessed
Excellent computer and typing skills
Fluency in your Primary Language and in English
The ability to work and communicate effectively in a team
Confidence to work 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
The flexibility to work shifts as per business requirements (which may include some weekends and/or evenings)
A passion to want to be an ambassador for the ASOS brand, positively living our values and behaviours
Can demonstrate being a selfstarter, flexible and able to adapt to changing circumstances
Demonstrates organisation and time management skills
Ability to interpret reporting

Additional Information

What's in it for you?

Competitive salary, bonus and pension matching
Flexible working including 50% working from home
Life insurance, free private medical care, cycle to work scheme + more
A bespoke flexible benefits scheme catered to you
Best in class Learning & Development schemes and career development programmes
25 days holiday + never work on your birthday again
Free modern onsite gym, plus personal training and wellness rooms
A dynamic social environment, from companywide sports days, charity days, 'Give A Week Away' opportunities to visit our charity partners in India & companywide celebrations to name just a few
Huge staff discounts and sample sales

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.

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.