Bilingual Customer Care Agent (Spanish/English) - Hybrid in City of Westminster

UNIQLO is a brand of Fast Retailing Co, Ltd, the fastest growing of the top three fashion retailers in the world. Through our LifeWear philosophy, we are reimagining everyday clothing - simple, high-quality pieces created to make everyone’s life better. While born in Japan, we now have more than 2,500 stores worldwide and are expanding fast across the UK and Europe.

We are currently recruiting for a Customer Care Agent on a 9-month Fixed Term Contract, who is a fluent Spanish speaker. This role is based in our London, Regent Street office where you will report to the Customer Services Manager as well as the Country Market Leader.

Your working hours will be:

• Monday to Sunday: 7.5 hours per day, 37.5 hours per week.
• Operating hours: 07:00-20:00. Please note that the hours listed above represent the start and end times, with shifts scheduled within this timeframe. Hours are subject to change depending on business needs, seasonality and other country market requirements; any changes outside of these hours will be communicated and confirmed.

Your working arrangements will be:

• Hybrid working: minimum of 3 days per week in our Regent Street office and 2 days working from home. Please note that the above working arrangements are subject to change depending on business needs, seasonality, and other country market requirements. Scheduled training sessions are to be attended in the office and are not included as part of the 3 in-office days per week.

What you will be responsible for:

• Provide a first-line response and be the point of contact for all customer queries.
• Own and drive resolution through our Voice (Phone), Email, and Chat channels with internal and external customers.
• Primarily responsible for answering customer inquiries for all contact channels for your assigned language market, and supporting other markets where required.
• Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly).
• Review and analyze contact drivers to fully understand our customer needs.
• Achieve top-quality Customer Satisfaction/Quality scores.
• Update all system notes at the end of the customer interaction, ensuring they meet the customer service centre's required standards.
• Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
• Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
• Provide translations and feedback to improve our standard responses.
• Demonstrate ‘Role Model’ behaviours by engaging and supporting your colleagues to create a respectful and positive working environment.
• Adopt a professional and friendly manner in all interactions with internal and external customers.
• Ensure compliance with all applicable regulations, including but not limited to all GDPR guidelines.
• Provide support & assistance to your Line Manager with additional requested tasks.

Language Capability Requirement:

• Must have strong written communication skills in English (C1 level minimum) and Spanish (C2 level minimum) to understand and respond to customer issues.

Skills, Experience and Attributes:

• Computer literate in all Microsoft packages (Outlook, Excel, PowerPoint).
• Organised, with a high sense of priority.
• Comfortable working in a fast-paced environment.
• Good levels of numeracy, accuracy, and attention to detail.
• Strong work ethic, can work independently, and enjoys working as part of a team.
• Passionate about our brand and customer service.
• Excellent interpersonal skills and the ability to build and maintain strong relationships.

What we can offer you:

• 26 days of paid leave per holiday year + 8 bank holidays pro rata.
• Staff Discount 30%.
• Employee Assistance Programme.
• Private Medical Care (optional).
• Private Pension Scheme (optional).
• Travel to work loan scheme.
• Hybrid working, 2 days from home, 3 days in the office.
• Social events throughout the year.
• Seasonal Sample Sales.
• Volunteer Day – twice a year.
• Great Location - Close to transport links, underground Piccadilly and Oxford Street stations. Close by to shops, restaurants/bars/cinema and gyms.

Commitment to Inclusion and Data Protection:

UNIQLO is an inclusive employer and welcomes applications from all backgrounds regardless of age, race, gender, sexual orientation, disability or other characteristics. We are dedicated to safeguarding your privacy and personal information; please refer to our privacy policy for details on our recruitment process.

Recruitment Security Notice:

All official UNIQLO job postings will redirect you to our official careers page on Workday for application submission. The only exception is for roles advertised in Germany via the HeyJobs platform. UNIQLO takes recruitment security seriously and is committed to protecting the process from misuse. Stay alert and apply only through verified sources.