Our customers are at the heart of everything we do, which means that we try to get things right for them first time, every time. We're 24/7, we're multi-channel and we're truly global. All of this means that we strive to make our customer's journey with us something we're proud of. We're an energetic, friendly bunch and we thrive in our ever-changing business. Whether we're reviewing orders, making sure customers are protected when they shop with us or whether it's having a chat with a customer seeking that perfect outfit, we enjoy being a part of the ASOS journey and being a part of its success.
Our Language Model Office is without a doubt a multicultural environment. Our language teams deal with our language speaking customers directly on the frontline of our Operation. They therefore need to be fluent in both English and their primary language to fully understand the ASOS business, processes, websites and culture. They need to also be able to communicate effectively with stakeholders from Ops Support, Ops Readiness, Language Localisation, third-party providers and our Language speaking customers through live interactions and on occasion via email or offline activities.
About the Role
Youre a key member of a Language Model Office team who are responsible for the customer journey from start to finish in a live environment, whilst creating value and aiming for first contact resolution. You're empowered to own your performance KPIs using data & tools, customer & quality feedback. You would also be dealing with escalated queries and putting your exceptional tone-of-voice and creativeness into action.
In your role you'll look for ways to continuously improve your performance and your development with the support of your Team Leader & Senior Advisor, whilst ensuring youre managing your time against your given schedule. Youll need to be flexible, as dependent on business & customer needs. The way you're behaving incorporates an understanding of our ASOS Values - Authentic, Brave, Creative and Disciplined. Youre a member of an empowered language model office team - who have a continuous improvement mindset & own it for our customers. Additionally, youll test new processes & digital care functionalities before roll-out.
What Youll be Doing
Providing a customer experience that youre proud of through live interactions whilst achieving First Contact Resolution.
Responsible for model office testing before global roll out using your leading source of knowledge.
Achieving Key Performance Indicator's (KPIs) whilst owning your quality & tNPS feedback and results.
Working with your team leader and colleagues across Customer Care to highlight any trends or opportunities identified through customer interactions
Dealing with customer escalations
Adhering to customer confidentiality guidance and data protection legislation.
Managing your own development and supporting others to maximise team potential.
Responsible for processing all types of refunds & replacements with commercial awareness whilst adhering to our business processes.
Resolving adhoc non-live or offline work such as legal complaints or supporting on priority queues
Supporting the CC digital care roadmap including testing and improving our digital capabilities
Supporting our culture by driving Diversity, Equity & Inclusion strategies.
/01 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.
Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.
/02 Job Qualifications
Who Wed Like to Meet
Previous Contact Centre experience preferred, but not required
You're passionate, driven & customer-obsessed
Excellent computer and typing skills
Fluency in your Primary Language and in English
The ability to work and communicate effectively in a team
Confidence to work towards targets in what can sometimes be a high pressurised environment with a good attention to detail
An understanding of what makes great customer service, with a genuine passion to deliver it
A passion to want to be an ambassador for the ASOS brand, positively living our values and behaviours
Can demonstrate being a self-starter, flexible and able to adapt to changing circumstances
Demonstrates organisation and time management skills
Ability to interpret reporting
/03 Additional Info
Whats 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
Our Commitments
We want our people to be whoever they want to be. Thats why were committed to creating a truly inclusive culture at ASOS, but how are we doing it?
Were proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. Weve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.
We have several employee networks that operate as safe spaces, to help support and celebrate our people - find out more here.
Do you need any reasonable adjustments? Our recruitment team will be happy to support you in the best way possible if you feel comfortable raising this. Its also our policy to interview all candidates with a disability who meet the minimum requirements for roles they have applied to.
If you have any questions about the policies we have in place to support our employees (e.g. our parental leave approach), just let our Talent team know.
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Meet The Team
Meet Christy Hill -
Operations @ ASOS
Meet Denise Finney -
Operations @ ASOS
Meet Ben Rubery -
Operations @ ASOS
Every single day I feel both supported and inspired! The constant flow of creativity within ASOS is contagious. It's cool to be encouraged to think outside the box.
I was initially drawn to ASOS as it is a reputable company with a culture that is unmatched. After joining ASOS I soon realised that just like the name, it was most definitely ‘As Seen On Screen’ – what you see is truly what you get. There are endless opportunities within the company with values embodying a culture of bringing your best self to work. I never feel as though I need to change to fit the status quo of the ‘corporate lifestyle’ but actually, I fit in more when I’m authentically being myself.
At ASOS I can bring my authentic self to work, you’re empowered to think different, innovate and do the things you love. ASOS is a fast paced, changing environment with fun at the heart of everything we do.
Christy Hill
Operations @ ASOS
Every single day I feel both supported and inspired! The constant flow of creativity within ASOS is contagious. It's cool to be encouraged to think outside the box.
Denise Finney
Operations @ ASOS
I was initially drawn to ASOS as it is a reputable company with a culture that is unmatched. After joining ASOS I soon realised that just like the name, it was most definitely ‘As Seen On Screen’ – what you see is truly what you get. There are endless opportunities within the company with values embodying a culture of bringing your best self to work. I never feel as though I need to change to fit the status quo of the ‘corporate lifestyle’ but actually, I fit in more when I’m authentically being myself.
Ben Rubery
Operations @ ASOS
At ASOS I can bring my authentic self to work, you’re empowered to think different, innovate and do the things you love. ASOS is a fast paced, changing environment with fun at the heart of everything we do.
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Authentic
We celebrate what makes us unique, and stay true to ourselves.
Our business is built on an inclusive culture which encourages passion, enthusiasm and development – so you can bring your best self to work. We recognise that our differences make us stand out from the crowd, giving our ASOSers and customers the confidence to be whoever they want to be.
Brave
We’ve been bold and ambitious from the start – it’s in our DNA.
We’re empowered to try something different with the freedom to fail, turning left when others turn right. We use our voice to drive us forward, speaking up on the things our people and customers care about and challenging the status quo.
Creative
We have a curious and adventurous spirit – it’s who we are and runs through everything we do.
We balance leadership with learning, by being comfortable as an innovator and when following in the footsteps of others. Our products and platform are fuelled by creative passion and a deep understanding of our customers, allowing us to empower millions of people around the world.
Disciplined
Great work doesn’t happen by chance.
We need to take time in our pursuit of excellence – honing our skills, perfecting our craft, executing our plans, being comfortable with the uncomfortable and bridging the gap between goals and accomplishments. It’s a strategy that allows us to create an ASOS that’s built for future success.
Our Benefits
Employee Discount
The most asked-about benefit! As an ASOSer, you’ll receive an exclusive employee discount. You can also nominate a family member or friend to share your discount with.
Pension
Retirement might not be on your mind right now, but it’s important to prep for it. We offer matched contributions up to 5% to help you save.
Private Medical Care scheme
If you join our Private Medical Care scheme, you’ll get fast and effective access to medical cover.
Bonus
What we achieve is always a team effort. That’s why we offer a discretionary bonus scheme which rewards you based on the company performance and your individual performance.
Your birthday off!
Who wants to work on their birthday?! All ASOSers get a day off during their birthday week, in addition to 25 days of annual leave.
Shuttlebus Service (if you're based in our Leavesden office)
It’s more of a work perk, but we offer a free shuttlebus between Watford station and our office in Leavesden.
Sample Sales
We’ve always got fun things happening in our offices, but the one ASOSers get most excited about is our sample sales. Plus, all proceeds from the sample sale get donated to the ASOS Foundation, which helps our charity partners abroad.
Career Development
Your career matters to us – we want to help you grow, gain new skills and learn from experiences. As an ASOSer, you’ll have access to a world-class development plan, giving you the courses (and time) to work on things that matter to you.
Summer Hours
We finish at 3pm on Fridays in June, July and August!! This perk doesn’t mean a dip in your salary – it just gives you extra freedom to enjoy those summer weekends however you want.
Location
Our Leavesden office, Hertfordshire.
This is where our Customer Care and Operations teams do their amazing work – right next to the Harry Potter studios! Our Leavesden office has a subsidised canteen, free gym, beauty rooms, free on-site parking and a useful shuttlebus service to and from Watford station.