French Customer Care Advisor

Company Description

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.

You’re a key member of an empowered model office team - who have a continuous improvement mindset & own it for our customers. You’ll be responsible for resolving customer enquiries end to end in a live environment, creating value for our customers and ASOS, whilst delivering first contact resolution.

You’ll be looking for ways to improve your performance and personal development by engaging in regular reviews with the support from your Team Leader & Senior Advisor. You’ll need to be flexible and manage your time against your schedule. The way you're behaving incorporates an understanding of our ASOS Values - Authentic, Brave, Creative and Disciplined.

Your core role will help deliver the Customer Care strategy, and in addition you’ll also support this through a combination of live chat and email, whilst using a variety of systems.

What You’ll Be Doing

• Delivering a customer experience that you’re proud of through live interactions and email.
• Responsible for the delivery of your KPI’s.
• Adhering to customer confidentiality guidance and data protection legislation.
• Responsible for processing all types of refunds & replacements with commercial awareness, whilst adhering to our business processes to minimise the customer care cost impact.
• Additional responsibility which may include working with external payment providers, VAT, communicating with carriers and DSAR requests.
• Managing your own development and supporting others to maximise team potential.   
• Working collaboratively with stakeholders, Identifying and sharing trends to help continuously improve ASOS customer experience. Occasionally providing support for various projects within these teams.
• Supporting our culture by driving Diversity, Equity & Inclusion strategies.   
• Occasionally support with other business needs where required.

Qualifications

Who We’d Like to Meet

• The ability to work in a fast paced, ever-changing environment.
• Someone who is driven and always strives to perform at a high standard.
• Experience with collaborating effectively to improve our customer and advisor experience.
• Experience in delivering against performance metrics.
• Someone unfazed by the requirement to work live chat, excited to talk to customers and use their personality to create unique experiences. Even whilst following processes, their personality can shine through into their work.
• Creative individuals willing to think outside of the box to achieve a positive resolution.
• Moderate technical/computer skills including navigating excel spreadsheets as well as using unfamiliar programmes or software.
• Someone who communicates clearly and concisely to customers and colleagues.
• Experience of working with stakeholders across a business and willing to put your hand up to get involved with initiatives or projects within ASOS.
• Organised with good time management skills, can prioritise tasks correctly and complete work on time, and can multi-task effectively

Additional Information

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 day for your birthday
• 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