Company Description

We’re ASOS, the online retailer for fashion lovers all around the world. 

We exist to give our customers 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 judgement, and channel your creativity into a platform used by millions. 

But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.  

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you. 

Job Description

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

This is a hybrid role based 50% in our Leavesden office, and 50% working from home.

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.

The Details 

• 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. 

Qualifications

About You  

• 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

Additional Information

BeneFITS’ 

• 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 for a special moment 
• Discretionary bonus scheme  
• Private medical care scheme 
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits 

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.