SPANISH SPEAKING CUSTOMER CARE ADVISOR - 6 MONTH FTC

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.
About the Team 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.
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.​ Job Description About the Role 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, so therefore this role requires you to be fluent in both English and Spanish.
You will be responsible for the customer journey from start to finish in a live environment, whilst creating value and aiming for first contact resolution.
You'll look for ways to continuously improve your performance and your development with the support of your Team Leader & Senior Advisor, whilst ensuring you’re managing your time against your given schedule.
You’ll need to be flexible, as dependent on business & customer needs.
What You’ll be Doing Providing a customer experience that you’re 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 (KPI’s) whilst owning your quality & touchpoint net promoter score (tNPS) feedback and results.
Working with your team leader and colleagues across Customer Care to highlight any trends or opportunities identified through customer interactions Adhering to customer confidentiality guidance and data protection legislation.
Responsible for processing all types of refunds & replacements with commercial awareness whilst adhering to our business processes.
Resolving ad-hoc 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.
Qualifications Who We’d Like to Meet Proven Contact Centre experience You're passionate, driven & customer-obsessed, with excellent computer and typing skills Fluency in Spanish and English, both written and spoken You are aligned to our ASOS Values - Authentic, Brave, Creative and you Deliver.
Confidence working towards targets in what can sometimes be a high pressurised environment  An understanding of what makes great customer service Can demonstrate being a self-starter, flexible and able to adapt to changing circumstances Demonstrates organisation and time management skills Ability to interpret reporting  Additional Information What’s 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 celebration day 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 I'm interested I'm interested Privacy Policy