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Customer Care Advisor (Italian)| Hemel Hempstead
ASOS
Hemel Hempstead, , United Kingdom
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The role:
Customer Care Advisor (Italian) - Days and Nights
Where is it based: Hemel Hempstead
The hours: Day role: Shift pattern’s across Monday–Sunday (6am – Midnight)
Night role: Rotational shift pattern of '4 on 4 off' 8pm to 7 am
Customer Care is a 24x7 operation, 365 days a year you’ll be expected to flex days and time of day in addition to working extra hours particularly during peak trading periods.
The Team
Our Customer Care team deal with all our customer queries whether its fashion advice or chasing a customer’s order. Our customers contact us via email but we also use live chat, telephony and social media channels to resolve any queries.
Customers of ASOS contact Customer Care when they have a problem or they need something. We are responsible for handling all these contacts from around the globe and ensuring we answer them with speed and deliver a service that is better than anyone else.
Responsibilities
• To ensure customers queries are answered with the aim of a first time resolution
• To ensure that queries are responded to within our agreed response time
• To ensure the best Customer Care experience is given to all customers
• To achieve KPI’s whilst maintaining excellent quality
• To handle customers across different platforms, including Social Media, Email, Live Chat and Telephony
• You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
• Support translation requests
The Person
We are passionate about our people; they’re the future of our business, which is why we invest time and effort in recruiting the perfect match! Our employees are passionate about ASOS.com, their role and the overall success of the company. We are all motivated to drive our own success and achieve individual objectives. Communication is key to any role here as our employees continually build relationships at all levels across the business. We’re fast paced, so all employees need to be able to adapt to change pretty quickly, be enthused and excited about what’s around the corner for us.
ASOS is a company that is trail-blazing across the globe and has an expanding and loyal set of customers that expect an excellent shopping experience.
The right behaviors are really important to us and anyone we employ...
...needs to be passionate about people and making people happy
...can thrive in an environment that is fast, hectic and changeable
...is confident in making decisions
...takes a professional and committed approach to work
...gets involved and contributes with feedback and ideas to continuously improve things
Some key skills that you need...
• HAVING A PASSION FOR OUR CUSTOMERS: experience of offering high quality customer care in the geography you are supporting and making the customer the deciding factor for success
• POWERFUL COMMUNICATOR: fluency in written and spoken English and native fluency in the written and spoken language of your site(s). Strong knowledge of the variety of technologies and channels used at the customer interface
• ANALYTICAL PROBLEM SOLVER: analysing data and making findings available and meaningful
• LEADING THE WAY: being a subject matter expert within your market
• WORKING WITH AND INFLUENCING OTHERS :communicating with impact and effectiveness, actively listening to understand and adapt where necessary
• EMBRACING CHANGE: leading or supporting change - being flexible and adaptable, rising to the challenge and focussing on the opportunities rather than the barriers
Essential experience that you need…
• Proven previous experience in a Customer Care role (face to face or in a contact centre)
• Fluent in Italian & English
• Good PC and typing skills
• Excellent written and verbal communication skills
• Ability to work in a team
• Good attention to detail
• Flexible to work shifts
We really love hearing from you but before applying please ask yourself the following…
• Is this role a good match for the direction I’d like to take my career in? We want to really know why you have chosen this career.
• Do I have all the skills and experience required for this role? Be realistic. We will only consider applications that demonstrate relevant skills or the potential to match the role requirements, especially the language elements.
• Spell Check. As simple as it sounds make sure your application is to the highest standard. You will be surprised at how many people apply with spelling mistakes on them.