Senior Contact Centre Agent - Night Shift

THE ALLSAINTS TEAM

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

THE ROLE

You will be working within a fast paced Global Contact Centre handling customer communication across phones, email, social media, and live messaging, and report directly to a Team Leader. This is a key role, as a more experienced and confident agent you will be handling more complex and escalated matters, as well as leading by example with your service and professional behaviours. In a technologically advanced world, our Senior Agents need to be the human connection between the customer and brand; and a real point of difference from our AI ChatBots providing the best possible service, solutions and building relationships and trust with our customers. You will be targeted to hit your own KPIs such as productivity, quality targets with a primary focus on handling and resolving customer cases to the highest standard.

WHAT I WILL BE DOING

• Customer Communication: Respond promptly and professionally to customer inquiries through phone, email, live messaging, and social media. Ensuring each communication is positive, friendly, empathetic and solution oriented, and a positive reflection on the AllSaints
• Complaint Resolution: Address and resolve customer concerns and complaints efficiently, cooperating with other department and business partners to ensure customer satisfaction
• Purchase Support: Support customers with order/return inquiries, store purchases and after care enquiries. Be a product & customer expert, assisting new and existing customers with any queries that they may have
• Knowledge: Maintain an in-depth knowledge of our products, services and launches, including new arrivals and seasonal collections, to effectively assist customers
• Feedback: Gather customer feedback and provide insights to improve our products and services. Representing the voice of your customer and team
• Sales Support: Upsell and cross-sell products to customers based on their preferences and needs
• Team player: Acting as a mentor to new starters and as manager on duty when necessary. Supporting department projects as required. Regularly communicating with the team and managers on internal channels
• Brand Ambassador: Uphold the brand's image and values in every customer interaction
• Brand Values: Embodying Customer is the Boss, We Do What We Say We Will, We are Responsible and One Team in WHAT you do and HOW you do it.
• Career Goals: The long term goal to become a future Team Leader or manager within Customer Experience department

SKILLS

• Previous experience in customer service contact centre roles
• Demonstrable experience in customer support by live chat, social media, email and phone, resolving customer complaints, with empathy, understanding and patience
• Enjoys talking to customers, empathetic and solutions focussed
• Team player with a positive mindset - can easily build relationships with team and customers
• Great time management and multitasking skills
• Experience with using contact centre CRM systems
• Highly organised and self motivated
• Ability to follow internal processes consistently to a high standard
• Computer literacy in Office, Google Suite and used to working across multiple platforms
• Business level proficiency in English, excellent communication and presentation skills

ABOUT THE LOCATION

Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.

WHAT WE STAND FOR

The Customer is the Boss We work as one proud team to get the best for our customers

One Team We are joined up and encourage others to share their ideas

We Do What We Say We Will We know our goals, and we work with clear outcomes in mind

We Are Responsible We are self aware, understand the impact we have on others and are positive about the future

BENEFITS

• A generous wardrobe allowance so that you can wear our beautiful clothes to work each day
• Employee discount for you to spend with family and friends
• 30 days holiday increasing to 33 days after 2 years continuous service
• Some bank holidays, birthday and volunteering days off
• Access to dental cash plan
• Aviva virtual GP
• UNUM employee assistance helpline
• Financial wellbeing support
• Life assurance cover
• Access to discounted gym membership and corporate discounts
• Hybrid working in our historic East London studios
• Enhanced maternity paternity and adoption leave
• Dedicated Mental Health support from our mental health first aiders
• Eye care vouchers, season ticket loans and much more!

#WeAreAllSaints

Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.

We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.

Even if you feel you don't tick all the boxes, we'd still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.

If you need any support or adjustments during your application, please get in touch with us and we are happy to help.

#LI-Hybrid