Customer Care Agent

September 13, 2024

Uniqlo

London

FULL TIME

There is a fantastic opportunity to join an exciting internationally recognized retail clothing brand and to be at the core of.

Our interactions with customers during the upcoming peak season.
This role is a 6-month fixed-term contract with the possibility of a permanent contract in the future.

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 hours 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 of 3 days per week in the office and 2 days working from home*.

During Peak Season (set weeks) we increase working in the office to 4 days and you gain those days back at a future date.
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 4 days in office per the

set weeks during peak season.

RESPONSIBILITIES:

Provide a first-line response and be the point of contact for all customer queries.
Own and drive resolution through our Voice (Phone), Email, and Chat channels with internal and external customers.
Primarily responsible for covering all channels for the UK market, and supporting the EU market when required.
Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly).
Review and analyze contact drivers to fully understand our customer needs.
Achieve top-quality Customer Satisfaction/Quality scores.
Update all system notes at the end of the customer interaction ensuring they meet the customer service centre's required standards.
Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
Provide translations and feedback to improve our standard responses.
Demonstrate ‘Role Model’ behaviors by engaging and supporting your colleagues to create a respectful and positive working environment.
Adopt a professional and friendly manner in all interactions with internal and external customers.
Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines.
Provide support & assistance to your Line Manager with additional requested tasks.

LANGUAGE CAPABILITY:

Must have strong written communication skills in English to understand and respond to customer issues.

SKILLS AND ABILITIES:

Computer literate in all Microsoft packages (Outlook, Excel, Power Point)
Organised, with a high sense of priority
Comfortable working in a fast-paced environment
Good levels of numeracy, accuracy, and attention to detail
Strong work ethic, can work independently and enjoys working as part of a team
Passionate for our brand and customer service
Excellent interpersonal skills and the ability to build and maintain strong relationships

BENEFITS