Asos.com - Russian Customer Care Team Leader

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.

Empowering 20-somethings to look, feel and be their best so they can achieve amazing things

Customer Service Team Leader - Russian

Where is it based: Leavesden, North Watford

The hours: 37.5 Hours between 6am and Mindnight Monday - Sunday on a Rota basis.

What’s in it for you…

  • Generous salary, bonus and pension matching
  • Great development programmes
  • Amazing offices and great culture
  • 25 days holiday plus one extra day for your birthday
  • Subsidised canteen
  • Huge staff discount and regular sample sales
  • Life Insurance, medical care ect
  • And tons more…

We’d love to meet, someone with…

  • Experience managing a team
  • Knowledge of HR processes to include the handling of disciplinaries, grievances, investigations, 121's and return to work
  • Performance and quality management experience
  • Coaching and development skills
  • Used to working in a high volume, fast-paced, ever changing environment
  • Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
  • Constructive approach to giving feedback and ideas to improve the customer experience

What you’ll be doing…

Leading a team of Language Customer Care Advisors. You will also work closely with other teams within Customer Care including Transformation, Real Time, Profit Protection and Customer Experience.

  • Coaching and developing your team to ensure they take ownership and use their judgement to make decisions that are in line with the business objectives and priorities
  • Ensuring customers queries are answered with the aim of a first-time resolution and are responded to within our agreed response time ensuring the best Customer Care experience is given
  • Work with our Implementation Team to support testing new and existing Customer Care processes
  • Setting clear objectives and conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
  • Conduct and document effective monthly and annual performance reviews with your team
  • Review and understand key Customer Care reports and be able to feedback key messages from this to your team
  • Carry out return to work interviews after sickness absence
  • Conduct first stage disciplinary meetings with People Team (HR) support as necessary but focus on regular quality intervention
  • Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities
  • Monitor and sign off overtime worked by your team

At ASOS our 2,000+ ASOSers are immersed in the creative worlds, live on their mobiles and have a truly entrepreneurial attitude. As a company, we’re not trying to mimic or profit from youth culture – we are part of that youth culture. 
There’s nothing that excites us more than finding talent, fuelling it, then letting it fly. Whether it’s developing the careers of our staff or investing in a new tech platform, we love knowing that we truly keep fashion moving forward. 
Ultimately, we get excited by interesting individuals and we want to feed this individuality, empowering our people and customers to look, feel and be their best so they can achieve amazing things. 
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.