Job description
A fantastic opportunity to join an exciting internationally recognised retail clothing brand and to be at the core of our interactions with our customers.
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 hrs 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 3 days per week in the office and 2 days working from home*
- 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 3 days in office per week.
RESPONSIBILITIES
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Provide a first line response and be the point of contact for all customer queries.
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Own and drive resolution through our Voice (Phone), via Email and Chat channels with internal and external customers.
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Primarily responsible to cover all channels for your main assigned market, supporting other markets when required.
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Respond to all inbound contacts adhering to set targets (daily, weekly and monthly).
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Review and analyse contact drivers to fully understand our customer needs.
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Achieve top quality Customer Satisfaction/Quality scores.
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Update all system notes at the end of the customer interaction ensuring they meet the customer service centres required standards.
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Adhere to our complaint’s management processes and adopt a proactive approach to problem solving in order to prevent escalations.
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Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
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Provide translations and feedback in order to improve our standard responses.
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Demonstrate ‘Role Model’ behaviours by engaging and supporting your colleagues to create a respectful and positive working environment.
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Adopt a professional and friendly manner in all interactions with internal and external customers.
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Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines.
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Provide support & assistance to your Line Manager with additional requested tasks.
LANGUAGE CAPABILITY
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Must have strong written communication skills in English and French to understand and respond to customer issues
SKILLS AND ABILITIES
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Computer literate in all Microsoft packages (Outlook, Excel, PowerPoint)
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Organised, with high sense of priority
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Comfortable working in a fast-paced environment
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Good levels of numeracy, accuracy, and attention to detail
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Strong work ethic, can work independently and enjoys working as part of a team
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Passionate for our brand and customer service
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Excellent interpersonal skills and the ability to build and maintain strong relationships
BENEFITS
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Salary - £30,700 per annum
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Performance bonus every 6 months pro rata.
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Customer Service Agent of the month award
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Subsidised Team Events
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Pension scheme
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24 days Annual Leave (excluding bank holidays)
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Paid time-off to volunteer for a good cause
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30% Fast Retailing Employee Discount
UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.
We take data protection very seriously and understand the importance of protecting your privacy and Personal Information. For the recruitment process, you can find the applicable privacy policy on our site: https://www.fastretailing.com/eng/privacy/eurecruitment.html
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