Customer Care Agent inLondon inLondon PUBLISHED WED 9 OCT 2024

There is a fantastic opportunity to join an exciting internationally recognized retail clothing brand and to be at the core of.

Our interactions with customers during the upcoming peak season.

This role is a 6-month fixed-term contract with the possibility of a permanent contract in the future.

SHIFT PATTERNS:

Monday to Sunday: Shift Duration: 7.5 hours per day 37.5 hours per week.

Operating hours: 07:00-20:00*

• Please note the above hours reflect start and end times, shifts will be scheduled within these times
• Hours are subject to change depending on business needs/seasonality and by markets.
• Anything outside of these hours will be communicated and confirmed in advance.
  
  
  

LOCATION:

Central London, Regent Street Office & some work from home – Hybrid Working with a minimum of 3 days per week in the office and 2 days working from home*.

• During Peak Season (set weeks) we increase working in the office to 4 days and you gain those days back at a future date.
• Please note the above office and working from-home schedule are subject to change depending on business
  
  
  

needs/seasonality and market requirements.

• Any training is to be attended on-site (Office) when scheduled, this is not considered as part of the 4 days in office per the
  
  
  

set weeks during peak season.

RESPONSIBILITIES:

• Provide a first-line response and be the point of contact for all customer queries.
• Own and drive resolution through our Voice (Phone), Email, and Chat channels with internal and external customers.
• Primarily responsible for covering all channels for the UK market, and supporting the EU market when required.
• Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly).
• Review and analyze contact drivers to fully understand our customer needs.
• Achieve top-quality Customer Satisfaction/Quality scores.
• Update all system notes at the end of the customer interaction ensuring they meet the customer service centre's required standards.
• Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
• Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
• Provide translations and feedback to improve our standard responses.
• Demonstrate ‘Role Model’ behaviors by engaging and supporting your colleagues to create a respectful and positive working environment.
• Adopt a professional and friendly manner in all interactions with internal and external customers.
• Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines.
• Provide support & assistance to your Line Manager with additional requested tasks.
  
  
  

LANGUAGE CAPABILITY:

• Must have strong written communication skills in English to understand and respond to customer issues.
  
  
  

SKILLS AND ABILITIES:

• Computer literate in all Microsoft packages (Outlook, Excel, PowerPoint)
• Organised, with a high sense of priority
• Comfortable working in a fast-paced environment
• Good levels of numeracy, accuracy, and attention to detail
• Strong work ethic, can work independently and enjoys working as part of a team
• Passionate for our brand and customer service
• Excellent interpersonal skills and the ability to build and maintain strong relationships
  
  
  

Benefits

• Salary - £32,100 per annum
• Customer Service Agent of the Month award
• CSAT Recognition & Reward Initiatives
• Subsidised Team Events
• 26 days Annual Leave Pro-rata (excluding bank holidays)
• Paid time off to volunteer for a good cause
• 30% Fast Retailing Employee Discount