Seasonal Senior Contact Centre Agent - 3.5 Month FTC

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

We are looking for passionate, confident, and experienced contact centre senior agents who can hit the ground running and provide exceptional service, support, and resolutions to our global customers during the busy peak period. With the recent successful launch of AI and automation in customer experience, this role will primarily focus on phone handling, delivering a human touch across various channels. You will assist customers with their inquiries, orders, and issues, ensuring a seamless, positive, and high-quality experience.
This role is shift-based, with schedules covering weekdays, weekends, and some public holidays. We are closed on Christmas day and New Year's day but will be open and dedicated to serving our customers on all other days. This is a 3.5-month contract starting from October 14, 2024, to January 31, 2025

WHAT I WILL BE DOING

• Handle a high volume of inbound and outbound calls professionally and efficiently
• Assist customers with placing orders, tracking shipments, and returns
• Address customer inquiries regarding products, promotions, and policies
• Resolve customer complaints and issues in a timely and empathetic manner
• Maintain accurate and detailed records of customer interactions and transactions with our systems
• Collaborate with team members and other departments to resolve customer issues
• Provide product recommendations and advice to enhance the customer experience
• Uphold the company's values and maintain a high level of professionalism at all times
• Meet and exceed individual performance targets and customer satisfaction goals
• Embody the principles of 'Customer is the Boss,' 'We Do What We Say We Will,' 'We are Responsible,' and 'One Team' in both your actions and approach

WHAT SKILLS DO I NEED?

• Professional work-from-home environment with a strong internet connection
• Genuine love for talking to people over the phone and problem-solving with empathy
• Previous experience in contact centre roles
• Confidence and ability to de-escalate customer issues and provide positive resolutions.
• Team player with a positive mindset, time management and multitasking skills.
• Experience using contact centre CRM systems; Zendesk is an advantage.
• Highly organised and self-motivated, ability to consistently follow internal processes
• Computer literacy in Office, Google Suite, and accustomed to working across multiple platforms

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