Customer Care Agent at UNIQLO

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, PowerPoint)
● 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
● Salary - £32,100 per annum
● Customer Service Agent of the Month award
● CSAT Recognition & Reward Initiatives
● Subsidised Team Events
● 26 days Annual Leave Pro-rata (excluding bank holidays)
● Paid time off to volunteer for a good cause
● 30% Fast Retailing Employee Discount

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