French Customer Care Advisor - 12 Months FTC

ASOS; Watford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team at a forward-thinking company that values creativity and customer satisfaction. As a French Language Customer Care Advisor, you will be at the forefront of customer interactions, providing exceptional service through various channels. Your fluency in both French and English will enable you to engage effectively with our diverse customer base, ensuring their needs are met with efficiency and care. This role offers personal development opportunities and a supportive environment where your contributions are valued. If you're passionate about delivering outstanding customer service and thrive in a fast-paced setting, this is the perfect opportunity for you.

Benefits

Employee discount

Personal development opportunities

Employee sample sales

Access to LinkedIn Learning

25 days paid annual leave

Discretionary bonus scheme

Private medical care

Flexible benefits allowance

Qualifications

• Exceptional experience in a contact center environment.
• Strong attention to detail and analytical mindset.

Responsibilities

• Provide exceptional service to achieve first contact resolution.
• Handle customer queries across various platforms.

Skills

Fluent in French

Fluent in English

Customer service experience

Computer literacy

Attention to detail

Multitasking

Team communication

Job description

Company Description

We're ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers 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 judgement, and channel your creativity into a platform used by millions.

We are proud members of Inclusive Companies, are Disability Confident Committed, and have signed the Business in the Community Race at Work Charter. We also placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description

Our customers are at the heart of everything we do, which means we try to get things right for them first time, every time. We're 24/7, multi-channel, and truly global. We strive to make our customer's journey with us something we're proud of. We are an energetic, friendly team that thrives in our ever-changing business environment. Whether reviewing orders, ensuring customer protection, or engaging with customers seeking the perfect outfit, we enjoy being part of the ASOS journey and its success.

You will communicate directly with our customers across multiple channels, including email, live chat, social media, and telephony. We are constantly evolving based on customer feedback, which may lead us to add or remove channels. You will provide exceptional service through the quality, speed, and efficiency of your responses, while managing your time effectively. You will be able to track your performance in real-time via various reports and review your past work. Regular meetings with your team leader will encourage you to own your performance and seek continuous improvement, development, and progression.

Our French Language Customer Care Advisors interact directly with our customers on the frontline. They must be fluent in both English and French to understand the ASOS business, processes, websites, and culture fully. They will communicate across all our channels, including social media, email, live chat, and emerging communication methods used by our primarily 20-something customer base. Advisors are supported throughout their shifts by Language Team Leaders and the Language Operations Performance Manager.

The main objective is to satisfy our customers through high-quality responses, being attentive, efficient, and productive, aiming for first contact resolution every time.

We are passionate about ASOS and our values, always putting our customers at the center of our work.

The Details

• Providing an optimal level of service to all customers to achieve first contact resolution within our response time targets.
• Achieving Key Performance Indicators (KPIs) while maintaining excellent quality standards.
• Adhering to customer confidentiality and data protection legislation.
• Handling customer queries across various platforms, including social media, email, and live chat.
• Managing personal development and supporting team members to maximize team potential.

Qualifications

About You

• Proven, exceptional experience in a contact center environment.
• Excellent computer literacy and typing skills.
• Fluent in both written and spoken French and English.
• Effective team communication and collaboration skills.
• Confidence to work towards targets in a high-pressure environment.
• Strong attention to detail with an analytical mindset.
• Ability to multitask and meet deadlines.
• Passion for delivering excellent customer service.
• Ambition to represent the ASOS brand positively, embodying our values and behaviors.

Additional Information

Benefits

• Employee discount (hello ASOS discount!)
• Personal development opportunities via ASOS Develops
• Employee sample sales
• Access to LinkedIn Learning materials
• 25 days paid annual leave plus an extra celebration day
• Discretionary bonus scheme
• Private medical care
• Flexible benefits allowance, which can be taken as extra cash or used for other benefits