At a Glance
- Tasks: Enhance customer care products and tools for seamless user experiences.
- Company: Join ASOS, a global fashion retailer that values creativity and individuality.
- Benefits: Enjoy 25 days annual leave, private medical care, and personalised learning opportunities.
- Other info: Collaborative office culture with a focus on diversity, equity, and inclusion.
- Why this job: Be at the forefront of digital transformation, shaping customer experiences.
- Qualifications: Experience in customer care or product operations with strong analytical skills.
The predicted salary is between 58349 - 71315 £ per year.
We're ASOS, the online retailer for fashion lovers all around the world. We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgement, and channel your creativity into a platform used by millions. Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process.
About the Role
The Product Specialist plays a key role in enabling the success of the ASOS Customer Help experience, ensuring our digital platforms, tools and processes deliver seamless and efficient experiences for both customers and frontline advisor teams. Sitting within Customer Care Experience, this role is responsible for the optimisation and continuous improvement of customer- and advisor-facing products and journeys. Working closely with Product Managers, Engineering and Operational teams, you'll translate business and customer needs into practical solutions that improve performance, usability and business outcomes.
As an established individual contributor, you'll operate with a good degree of autonomy within a defined product domain. You'll use data, customer insight and operational expertise to identify opportunities, shape improvements and ensure successful delivery and adoption of product changes. You'll be a recognised subject matter expert within your area and play an important role in connecting operational needs with product execution.
Product Specialists support our product mission and vision and do not own product vision or end-to-end product strategy. That accountability sits with Product Managers. Instead, you'll focus on execution, optimisation and enablement, helping ensure that products deliver measurable value for customers, advisors and the business.
The Details
- Own and continuously improve defined Customer Care products, tools and journeys, ensuring they effectively meet customer, advisor and business needs.
- Translate operational and customer requirements into clear product enhancements and changes, working closely with Product Managers and Engineering teams.
- Act as a key voice of Customer Care Operations, bringing frontline insight and customer feedback into product discussions and prioritisation decisions.
- Lead the delivery and rollout of product enhancements within your domain, supporting successful implementation and adoption.
- Monitor and analyse the performance of digital care tools and experiences, identifying opportunities to improve efficiency, quality, customer satisfaction and operational effectiveness.
- Collaborate with Technology, Product and Operations teams to remove friction and improve end-to-end customer and advisor experiences.
- Contribute evidence, insight and recommendations to support roadmap prioritisation and decision-making.
- Document and maintain current and future-state customer journeys, processes and product requirements.
- Drive experimentation and continuous improvement initiatives, validating opportunities through data, feedback and testing.
- Support the adoption of automation, AI and self-service capabilities to improve customer outcomes and operational efficiency.
- Partner with frontline teams to support change adoption through training, communications and engagement activities.
- Ensure solutions align with broader Customer Care strategy and global operating requirements.
- Provide guidance and support to Associate Product Specialists, sharing knowledge and best practice where appropriate.
- Support our culture by promoting Diversity, Equity & Inclusion in both design and ways of working.
We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s a rhythm that speeds up decision-making, helps ASOSers learn from each other more quickly, and builds the kind of culture where people can grow, create, and succeed.
About You
- Experience within Customer Care, Digital Care, Customer Experience, Product Operations or a related operational product environment.
- Proven ability to deliver improvements to digital tools, journeys or processes that drive measurable customer or business outcomes.
- Comfortable working autonomously while collaborating effectively with Product, Engineering and Operational teams.
- Strong analytical skills with the ability to use data, insight and customer feedback to inform decisions and prioritisation.
- Good understanding of agile ways of working and experience contributing within product delivery environments.
- Strong communication and stakeholder management skills, with the ability to influence decisions through evidence and insight.
- Interest in leveraging automation, AI and technology to improve experiences and efficiency.
- Commercial awareness, with an understanding of the relationship between customer experience, operational performance and cost-to-serve.
- Naturally curious, proactive and committed to continuous improvement.
- Passionate about delivering better experiences for customers and advisor colleagues.
You’ll play an important part in shaping how Customer Care operates at ASOS – working at the heart of digital transformation and building the skills to enable better tools, better experiences, and better outcomes for both customers and advisors.
Additional Information
- Employee sample sales.
- 25 days paid annual leave + an extra celebration day for a special moment.
- Private medical care scheme.
- Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us.
- Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.
Product Specialist 7 month FTC in Watford employer: asos.com Ltd
ASOS is an exceptional employer that fosters a vibrant and inclusive work culture, perfect for creative minds eager to make an impact in the fashion industry. With a focus on employee development, ASOS offers numerous growth opportunities and encourages innovation within its teams, ensuring that every voice is heard. Located in a dynamic environment, employees benefit from a collaborative atmosphere that thrives on cultural relevance and community engagement, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Product Specialist 7 month FTC in Watford
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like asos.com Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like asos.com Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Product Specialist 7 month FTC in Watford
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to asos.com Ltd.
How to prepare for a job interview at asos.com Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in asos.com Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services asos.com Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
