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. 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, so therefore need to be fluent in both English and German to fully understand the ASOS business, processes, websites and culture.
The team need to 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
You’re 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 will also be dealing with escalated queries and putting your exceptional tone-of-voice and creativeness into action.
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.
The way you're behaving incorporates an understanding of our ASOS Values - Authentic, Brave, Creative and Disciplined. You’re a member of an empowered language model office team who have a continuous improvement mindset & own it for our customers. Additionally, you’ll test new processes & digital care functionalities before roll-out.
What You’ll be Doing
Who We’d Like to Meet
What's in it for you?
Our Commitments
We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how’re we doing it?
We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve 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.
How can we support you to be your best self? Our Talent team will be happy to provide support e.g. if you need additional time to prepare for an assessment or you have requirements for any part of the interview/hiring process - just let us know by email or phone, whatever works best for you. It’s 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.