Digital Care Advisor - German Speaking

TN United Kingdom; Watford; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Digital Care Advisor fluent in German to enhance customer experiences through data-driven insights and operational excellence. In this dynamic role, you will engage in optimizing digital interactions, driving key performance indicators, and collaborating with various teams to improve service delivery. The position offers personal development opportunities, a flexible benefits package, and a supportive work culture that champions diversity and inclusion. If you're passionate about customer care and eager to make a difference, this is the perfect opportunity for you.

Benefits

Personal development opportunities

Employee sample sales

Access to LinkedIn learning materials

25 days paid annual leave

Discretionary bonus scheme

Private medical care scheme

Flexible benefits allowance

Qualifications

• Self-starter with ability to work in fast-paced environments.
• Experience with customer care processes and business policies.

Responsibilities

• Support continuous improvement of Virtual Assistants.
• Drive Digital KPIs and monitor operational impacts.
• Collaborate with cross-functional stakeholders.

Skills

Fluent in German

Project management skills

Excellent communication

Data analysis

Creativity with language

Job description

Social network you want to login/join with:

Digital Care Advisor - German Speaking, Watford

Client:

ASOS

Location:

Watford, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

25622379bc11

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

Job Description:

Job Description

The Digital Care Advisor is a key member of the Digital Care Team responsible for operational excellence through the voice of the advisor and customer insights. You’ll actively support with continuous improvement of the Virtual Assistants through design and content optimisation.

The Details

• Work end to end live engagements – keeping up to speed with the operation and driving optimisation by providing front line insights.
• Drive 45% containment rate through continuous optimisation.
• Design and document optimisation changes in Visio, Content.
• Be a lead contributor to optimisation workshops.
• Drive intent accuracy through intent remapping where appropriate.
• Drive Digital testing Sprint, Regression, UAT.
• Be a voice for the customer by analysing end to end transcripts and using insights to improve the customer experience.
• Drive key Digital KPIs and monitor impact to wider operational key KPIs such as TLC, tNPS, CES, Repeat Rate, Resolution Rate.
• Collaborate with internal & external cross-functional stakeholders.
• Work with AI/NLU and Microsoft/CC Implementation team to action key learnings.
• Support our culture by championing Diversity, Equity & Inclusion strategies.

Qualifications

About You

• Fluent in German.
• A self-starter with the ability to work in a fast-paced environment with changing priorities.
• Can collaborate effectively and build rapport to improve customer and advisor experience.
• Excellent knowledge of ASOS customer care processes & business policies.
• Skills in project management and goal setting.
• Familiarity with contact centre live queries in a combination of frontline, back office, and escalation processes.
• Clear and confident communication across a range of stakeholders.
• Creativity with language and tone of voice to create a great customer experience.
• Evidence of working with data and reports to support business and customer experience improvements.
• Ability to multi-task effectively and prioritise tasks correctly, completing work to deadlines.

Additional Information

• 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 celebration day for a special moment
• Discretionary bonus scheme
• Private medical care scheme
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.