Digital Care Advisor - German Speaking

Job Description:

Company Description:

We're (COMPANY NAME), the online retailer for fashion lovers all around the world.
We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At (COMPANY NAME), you're free to be your true self without judgement, and channel your creativity into a platform used by millions.
But how are we showing up? We're proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.
Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

Job Description:

The Digital Care Advisor is a key member of the Digital Care Team responsible for operational excellence through the voice of the advisor and customer insights. You'll actively support with continuous improvement of the Virtual Assistants through design and content optimisation.
The Details
* Work end to end live engagements - keeping up to speed with the operation and driving optimisation by providing front line insights.
* Drive 45% containment rate through continuous optimisation.
* Design and document optimisation changes i.e. Visio, Content.
* Be a lead contributor to optimisation workshops.
* Drive intent accuracy through intent remapping where appropriate
* Drive Digital testing i.e. Sprint, Regression, UAT.
* Be a voice for the customer by analysing end to end transcripts and using insights to improve the customer experience.
* Drive key Digital KPIs and monitor impact to wider operational key KPIs i.e. TLC, tNPS, CES, Repeat Rate, Resolution Rate.
* Collaborating with internal & external cross functional stakeholders.
* Work with AI/NLU and Microsoft/CC Implementation team to action key learnings.
* Supporting our culture by championing Diversity, Equity & Inclusion strategies.

Qualifications:

About You
* Fluent in German.
* A self-starter with the ability to work in a fast-paced environment with changing priorities.
* Can collaborate effectively and build rapport to improve customer and advisor experience.
* Excellent knowledge of (COMPANY NAME) customer care processes & business policies.
* Skills in project management and goal setting.
* Familiarity with contact centre live queries in a combination of frontline, back office, and escalation processes.
* Clear and confident communication across a range of stakeholders.
* Creativity with language and tone of voice to create a great customer experience.
* Evidence of working with data and reports to support business and customer experience improvements.
* Ability to multi-task effectively and prioritises tasks correctly, completing work to deadlines.

Additional Information:

BeneFITS'
* Employee discount (hello (COMPANY NAME) discount!)
* (COMPANY NAME) Develops (personal development opportunities across the business)
* Employee sample sales
* Access to a huge range of LinkedIn learning materials
* 25 days paid annual leave + an extra celebration day for a special moment
* Discretionary bonus scheme
* Private medical care scheme
* Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Why take our word for it? Search #InsideASOS on our socials to see what life at (COMPANY NAME) is like