Magnet.me  -  Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Deze vacature is verlopen. Je kunt daarom niet meer liken of solliciteren.

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Content Editor (Dutch)

Geplaatst 25 mrt. 2024
Werkervaring
0 tot 2 jaar
Full-time / part-time
Full-time
Functie
Soort opleiding
Taalvereiste
Engels (Vloeiend)

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ASOS is one of the UK’s top fashion and beauty destinations, expanding globally at a rapid pace. Our values are to be authentic, brave and creative, and we live and breathe these in everything we do.

About ASOS Customer Care

Customer Care makes up almost one third of ASOS’s ever expanding workforce. We’re here to love our customers in the right language, through the right channel at the right time 24 hours a day, 7 days a week.

We believe our customers deserve exceptional service at all times. They are at the heart of everything we do, which means that we try to get things right first time, every time. We’re 24/7, truly global and well on our way to becoming an omnichannel Contact Centre. We’re a passionate, friendly bunch and thrive in our ever-changing business.

  • We were voted number one in LinkedIn’s ‘Top Companies to work for, 2018’ list
  • 95% of our customer interactions are through digital channels
  • We have over 150 teams in Customer Care, creating a lot of opportunities

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 Dutch 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 Dutch 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

Skills:

  • Native or fluent Dutch 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

What’s in it for you…

  • Generous salary, bonus and pension matching
  • Great development programmes
  • Amazing offices and great culture
  • 25 days holiday plus one extra day for your birthday
  • Subsidised canteen
  • Huge staff discount and regular sample sales
  • Life Insurance, medical care etc
  • And tons more…

At ASOS our 2,000+ employees are immersed in the creative worlds, live on their mobiles and have a truly entrepreneurial attitude. As a company, we’re not trying to mimic or profit from youth culture – we are part of that culture.
There’s nothing that excites us more than finding talent, fuelling it, then letting it fly. Whether it’s developing the…


At ASOS our 2,000+ employees are immersed in the creative worlds, live on their mobiles and have a truly entrepreneurial attitude. As a company, we’re not trying to mimic or profit from youth culture – we are part of that culture.

There’s nothing that excites us more than finding talent, fuelling it, then letting it fly. Whether it’s developing the careers of our staff or investing in a new tech platform, we love knowing that we truly keep fashion moving forward.

We’re always looking for great people to join us – people who are as passionate as we are and, just as importantly, embrace change and innovation. As a place where fashion and technology make perfect partners, we have a real sense of excitement about the future and the possibilities it can bring.

Retail
Londen
3.000 medewerkers