UNIQLO is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high quality, long-lasting, innovative clothing at an affordable price.
We are currently recruiting for a Customer Care Agent who is a fluent Italian speaker based in our London, Regent Street office. You will be reporting 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 analyse 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. This will include but is 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 Italian (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
- Staff Discount 30%
- Global Profit Share Scheme
- 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
UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.
We take data protection very seriously and understand the importance of protecting your privacy and Personal Information. For the recruitment process, you can find the applicable privacy policy on our site:
UNIQLO is proud to be a Living Wage Foundation-accredited employer, committed to paying all our UK employees a real Living Wage.
UNIQLO is the largest of eight brands in the Fast Retailing Group. With global sales of approximately US $20.2 billion, for the fiscal year ending August 31, 2024, Fast Retailing is one of top three leading apparel retail companies in the world. UNIQLO has more than 2,300 stores in 25 markets around the world and continues to expand its footprint. UNIQLO's LifeWear philosophy consist of offering clothing that comes from the Japanese values of simplicity, quality and longevity, constantly being innovated to bring more warmth, more lightness, better design, and better comfort to people's lives. For more information about UNIQLO and Fast Retailing, please visit and .
Customer Care Agent - Italian Speaker in City of Westminster employer: FAST RETAILING CO., LTD.
UNIQLO is an excellent employer that prioritises teamwork and effective communication, making it a great place for individuals who thrive in a collaborative environment. With a focus on sustainability and community involvement, employees have the opportunity to contribute meaningfully while enjoying flexible working hours and competitive pay. The new Cambridge store offers a vibrant work culture where personal growth and development are encouraged, ensuring a rewarding experience for all staff members.
