Job Title

UNIQLO is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high quality, long-lasting, innovative clothing at an affordable price.

We are currently recruiting for a Customer Care Agent who is a fluent Italian speaker based in our London, Regent Street office. You will be reporting to the Customer Services Manager as well as the Country Market Leader.

Working Hours

• Monday to Sunday: 7.5 hours per day, 37.5 hours per week.
• Operating hours: 07:00-20:00
  • Please note that the hours listed above represent the start and end times, with shifts scheduled within this timeframe. Hours are subject to change depending on business needs, seasonality, and other country market requirements; any changes outside of these hours will be communicated and confirmed.

Working Arrangements

• Hybrid working: minimum of 3 days per week in our Regent Street office and 2 days working from home
  • Please note that the above working arrangements are subject to change depending on business needs, seasonality, and other country market requirements. Scheduled training sessions are to be attended in the office and are not included as part of the 3 in-office days per week.

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 answering customer inquiries for all contact channels for your assigned language market, and supporting other markets where 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’ behaviours 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.