1 month ago
  • Level Mid Level
  • Professions Content Editor
  • Type Full Time
  • Location London, United Kingdom


Our customers are at the heart of everything we do, which means that we try to get things right for them first time, every time. We're 24/7, we're multi-channel and we're truly global. All of this means that we strive to make our customer's journey with us something we're proud of. We're an energetic, friendly bunch and we thrive in our ever-changing business. Whether we're reviewing orders, making sure customers are protected when they shop with us or whether it's having a chat with a customer seeking that perfect outfit, we enjoy being a part of the ASOS journey and being a part of its success.
About the Team
The Customer Care Content Team are accountable for all Customer Care based content, including the Help pages and content used by advisors to respond to customers. We're dedicated to providing best in class customer service and improving the customer journey, as well as supporting with various translations from English into language. Made up of Content Editors for over 6 languages, we work alongside the operation team to ensure that customers and advisors have access to up to date content, in language, and in the ASOS Tone of Voice.
About the role
  • Accountable for driving improved customer self-serve capability and usage for your site.
  • The creation and maintenance of all German content used both within Customer Care by advisors and across the Help pages.
  • Your priority is delivering quality and customer satisfaction without the need for advisor assistance.
  • Ensuring we're using the capabilities of our systems to the fullest extent.
  • Interacting with various stakeholders across the business including Global Trading and Social Teams.
  • Creating and maintaining content for your site taking into consideration why customers contact us, how we categorise content and if this works for customers in your market.
  • Considering how other sites customers in your market access are organised and what we might view as best practice for your customers.
  • Monitoring the effectiveness of content delivered and learning how each delivery can be improved to increase deflection and customer satisfaction.
  • You will ensure that the Help page content is accurate, up to date and that it is presented in a way that has a local feel whilst maintaining the overall ASOS tone of voice.
  • You will be Customer Care's primary translator for the German language and provide translations to support the department as well as the wider business.
  • Ensuring customer care advisors have accurate and up to date content to use when replying to customers across various contact channels. This includes being an expert in your markets' business processes.
  • Ensuring that best practice is shared with fellow Editors
  • You will be an expert in the capability of our current systems to provide customer self-service
  • Ensuring all relevant legislation, regulation and policies are complied with.
  • Effectively work with stakeholders both within Customer Care and across the business to ensure content reflects all business change
  • Native or fluent German speaker
  • Experience of offering high quality customer care in the geography you are supporting
  • Evaluating data and making findings available and meaningful
  • Strong knowledge of the variety of technologies and channels used at the customer interface
  • Creating content is an advantage
  • Working with Oracle
  • Social channel experience

Skills Required

  • German

People who have worked with ASOS