Customer Care Agent (Italian Speaking)

  • Torino
  • Uniqlo Co., Ltd.
This a fantastic opportunity to join an exciting internationally recognized retail clothing brand and to be at the core of our interactions with our customers. 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 . 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 3 days in office 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 covering all channels for your main assigned market' and supporting other markets 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 and Italian to understand and respond to customer issues - For a Bi-lingual role' C1 English level and C2 level in the native/additional language minimum required. 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 LI-HYBRID