Overview
We are recruiting for a Customer Care Agent – German Speaker based in our London, Regent Street office. You will report to the Customer Services Manager and the Country Market Leader. This is a permanent contract with an expected start date in September.
Working hours
- Monday to Sunday: 7.5 hours per day, 37.5 hours per week
- Operating hours: 07:00-20:00
- Shifts are scheduled within this timeframe and may change based on business needs, seasonality and country market requirements
Working arrangements
- Hybrid working: minimum of 3 days per week in the Regent Street office and 2 days from home
- Scheduled in-office training sessions are in addition to the 3 in-office days per week
Responsibilities
- Provide first-line response and be the point of contact for all customer queries
- Own and drive resolution through Voice (Phone), Email, and Chat channels with internal and external customers
- Answer customer inquiries for your assigned language market and support other markets where required
- Respond to all inbound contacts adhering to set targets (daily, weekly, monthly)
- Review and analyze contact drivers to understand customer needs
- Achieve top-quality Customer Satisfaction/Quality scores
- Update system notes at the end of each interaction to meet standards
- Adhere to complaint management processes and pre-empt escalations
- Review FAQs and provide feedback to improve accuracy
- Provide translations and feedback to improve standard responses
- Demonstrate professional behaviour and support colleagues to create a positive working environment
- Maintain compliance with applicable regulations, including GDPR
- Support your Line Manager with additional requested tasks
Language capability
- Strong written English (C1) and German (C2) to understand and respond to customer issues
Skills, experience and attributes
- Computer literate in Microsoft Office (Outlook, Excel, PowerPoint)
- Organised with strong prioritisation skills
- Comfortable in a fast-paced environment
- Good numeracy, accuracy, and attention to detail
- Strong work ethic, able to work independently and in a team
- Passionate about the brand and customer service
- Excellent interpersonal skills and ability to build relationships
What we can offer
- 26 days of paid leave per year plus 8 bank holidays
- Staff discount 30%
- Global Profit Share Scheme
- Employee Assistance Programme
- Private Medical Care (optional)
- Private Pension Scheme (optional)
- Travel to work loan scheme
- Hybrid working: 2 days from home, 3 days in the office
- Social events throughout the year
- Seasonal Sample Sales
- Volunteer Day – twice a year
- Great location with easy access to transport, shops and amenities
How to apply
UNIQLO is an inclusive employer and we welcome applications from all profiles. We take data protection seriously and you can view our privacy policy for recruitment on our site: https://www.fastretailing.com/eng/privacy/eurecruitment.html
Beware of recruitment scams. All official UNIQLO job postings will direct you to our official careers page on Workday for applications. If you see roles advertised on other platforms, verify with the official site.
Seniority level: Entry level
Employment type: Full-time
Job function: Other | Industries: Retail
Note: This description reflects the role but may be subject to change based on business needs.
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