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 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.

Based in our Customer Care office in Leavesden, Watford, WD25 7GR

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. Whist at the same time 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, to look for ways to continuously improve, develop and progress.

THE TEAM
Our German Language Customer Care Advisors deal with our German speaking customers directly on the frontline of our Operation! They therefore need to be fluent in both English and German to fully understand the ASOS business, processes, websites and culture. They need to also be able to communicate with our German 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, in the way we work, to strive for a first contact resolution every time.

We eat, sleep and breath ASOS and our values and we put our customers at the heart of everything we do!

You will be

• 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 maximise team potential