Company Description
We're ASOS. We blend our flair for fashion with our love of cutting-edge technology, but more importantly, we're 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.
Job Description
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 having a chat with a customer seeking that perfect outfit, we enjoy being a part of the ASOS journey and its success.
Based in our Customer Care office in Leavesden, Watford, WD25 7GR.
About the Role
You will be communicating directly with our customers on the front line, across multiple channels, including email, live chat, social, and telephony. We are constantly evolving and listening to our customers and their needs, and this means that we may flex by adding or removing channels as we get more insight into how they reach out to us. You will be providing our customers with exceptional service through the quality, speed, and efficiency of your responses, while always being aware of how you are managing your time against your given schedule. You'll be empowered to track your performance in real-time via various live reports and will also be able to review your past work. You will, through regular meetings with your team leader, be encouraged to own your own performance and, with our support and guidance, look for ways to continuously improve, develop, and progress.
Our French Language Customer Care Advisors deal with our customers directly on the frontline of our Operation! They need to be fluent in both English and French to fully understand the ASOS business, processes, websites, and culture. They must also be able to communicate with our French-speaking customers across all our different channels, including social, email, and live chat, and any of the latest, newest ways that our 20-something customers use to contact us! All Advisors are supported throughout their shift by Language Team Leaders and the Language Operations Performance Manager.
Our main objective is to satisfy our customers through the quality of the responses that we send, by being attentive, efficient, and productive, striving for a first contact resolution every time.
We eat, sleep, and breathe ASOS and our values, putting our customers at the heart of everything we do!
What You’ll Be Doing
* Providing an optimum level of service to all of our customers with the aim of achieving a first contact resolution, within our agreed response time.
* Achieving Key Performance Indicators (KPIs) whilst maintaining excellent quality.
* Adhering to customer confidentiality guidance and data protection legislation.
* Handling customer queries across different platforms, including Social Media, Email, and Live Chat.
* Managing your own development and supporting others to maximize team potential.
We'd love to meet someone with
* Proven, exceptional contact centre experience.
* Excellent computer and typing skills.
* A high level of written and spoken French and English.
* The ability to work and communicate effectively in a team.
* Confidence to work towards targets in what can sometimes be a high-pressured environment.
* Good attention to detail with an analytical mind.
* A natural multi-tasking ability, who meets deadlines.
* An understanding of what makes great customer service, with a passion to deliver it.
* A passion to want to be an ambassador for the ASOS brand, positively applying our values and behaviours.
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.
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