Customer Experience Contact Centre Agent

3 weeks ago

London, United Kingdom AllSaints Full time

**Customer Experience Contact Centre Agent - Late Shift**:
**London, England, United Kingdom**:
**THE ALLSAINTS TEAM**

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

**THE ROLE**

We are a Global Customer Experience Team who manage the AllSaints customer journey through all global communication channels in our East London contact centre. Our ambition is to provide support and expert advice and always be available for our customer to provide luxury solutions consistently. We are a global team with language specialists who provide a tailored service to our customers in multiple languages.

**WHAT WILL I BE DOING**
- Working within a busy contact centre environment handling enquiries and complaints across multiple topics and channels.
- You will be empowered to make service decisions for our global customers to resolve their issue whilst retaining their loyalty
- Using numerous in-house software systems, CRM platforms and payment gateways.
- Meeting team and personal KPI targets such as productivity targets, one touch resolution, CSAT and quality scores as an example.
- Representing the voice of the customer to drive journey and experience improvements
- Providing brand expert information on product knowledge, size and fit and aftercare of the AllSaints collection
- Problem solving, handling difficult conversations and delivering customer case resolution.
- Liaising with internal departments to highlight improvements and resolve customer issues, as well as external business partners such as courier partners and payment providers.
- Acting a brand ambassador at all times and following our guidelines, brand values and tone of voice.
- Ad hoc tasks to support the business and department as required.

**WHAT SKILLS DO I NEED FOR THE ROLE?**
- A natural and confident communicator with the ability to communicate fluently in written and spoken Business level English
- Strong listening skills and diplomacy skills and the ability to handle objections positively
- Able to handle difficult conversations calmly and resolve swiftly
- Positive enthusiasm for the brand and understanding of luxury retail and service
- Strong time management skills, able to plan, prioritise and meet deadlines.
- Strong analytical skills, meticulous approach, numerical ability for handling complicated legal, tax and payment issues
- Self motivated with ability to take ownership of workload and personal development
- Natural affinity in learning new systems and processes in a digital environment
- Flexibility and able to embrace change in a fast paced customer facing team
- Full flexibility - Any 5 days of the week, 8 hours shifts between the hours of:

- 11am-1am (Late Shift)

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