ASOS Hiring for Polish Customer Care Advisor at Watford Full Time

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.

THE ROLE

You’re a key member of a Language Model Office team within the Quality team operation. You’re responsible for the customer journey from start to finish in an email environment, whilst creating value and aiming for first contact resolution. You’re empowered to own your performance KPIs using data & tools, and 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 – that has a continuous improvement mindset & owns it for our customers. Additionally, you’ll test new processes & digital care functionalities before rolling out.

THE TEAM

Our Language Model Office Advisors deal with our language-speaking customers directly on the frontline of our Operation. They, therefore, need to be fluent in both English and their primary language to fully understand the ASOS business, processes, websites, and culture. Our Language Model Office is without a doubt a multicultural environment. They need to also be able to communicate effectively with stakeholders from Ops Support, Ops Readiness, Language Localisation, third-party providers, and our Language speaking customers through interactions and on occasion via email or offline activities. As a team, we think creatively about new ways to provide support to the rest of the business to ultimately drive our team’s performance and measure our customer responses through NPS scores.

You will be…

• Providing a customer experience that you’re proud of whilst achieving First Contact Resolution.
• Achieving Key Performance Indicator’s (KPI’s) whilst owning your quality & tNPS feedback and results – whole market not just individual.
• 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 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.
• Responsible for delivering TNPS insights and improvements across the whole market.
• Responsible for ensuring the global calibration of quality within your market.
• Driving continuous improvement opportunities within your own market, always pushing for a better customer experience.

• Proven Contact Centre experience and experience of working various CC queues, and good knowledge of contact centre operations.
• 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 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 self-starter, flexible and able to adapt to changing circumstances.
• Demonstrates organisation and time management skills.
• Ability to interpret reporting.

Additional Information

• 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
• Huge staff discounts and sample sales.

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’re we doing it?

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.

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.

There are safe space employee networks and we host a monthly DEI events series to help support and celebrate all of our people. We are constantly listening to our people, evolving, changing and taking a flexible approach to how we make ASOS truly inclusive.