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 multiple channels and report directly into a global team lead. The senior contact centre agent is a key role supporting the organisation of the team’s day to day operations and overseeing the workload, as well as leading by example with your service, sales and productivity. You will be the first point of escalation for the team, and a coach to new starters and contact centre agents. You will also be targeted to hit your own case productivity, CSAT, quality and sales targets with a primary focus on resolving customer cases and providing luxury service.

WHAT WILL I BE DOING?

• Providing a positive brand experience via multiple channels, including live chat, email, phones, social media
• Providing first line support to agents and new starters, being a confident first point of escalated complaint resolution, issuing refunds and compensation as appropriate
• Organising daily team tasks and floor planning based on business priorities and activities
• Managing escalated customer contacts in an empathetic manner
• Leads by example and motivates the team to achieve personal workload targets and KPIs
• Acting as a trainer, coach and mentor to new starters as well as temporary agents during peak periods
• Contributes and participates in presentations, projects, meetings and collation of weekly reporting
• Identify training needs of the agent team and communicate to a global team lead or manager for follow up
• Ensures that in-house processes and procedures are adhered to at all times
• Using multiple platforms including case management systems, fulfilment systems, payment systems and payment gateways
• Liaise with business partners and internal departments to resolve customer issues
• Performing additional projects, duties, and assignments as required

WHAT SKILLS DO I NEED FOR THE ROLE?

• Previous Contact Centre experience preferably in an e-commerce environment
• Business level proficiency in English, excellent communication and presentation skills
• Ability to handle difficult conversations and provide positive resolutions for team and customer
• Demonstrates natural leadership skills and has the ability to lead and motivate a team
• Natural confidence, strong listening skills and diplomacy skills
• Computer literacy and natural affinity in learning new systems and processes in a digital environment
• Strong time management skills with the ability to manage your time and the team’s time
• Strong analytical skills, numerical ability for handling complicated logistics, legal, tax and payment issues
• Self-motivated, proactive, energetic and a team player
• Takes responsibility, works at pace, customer centric and one team ethos

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