Order Support Specialist

About the Company

ASOS is a global fashion destination for 20-somethings, with a purpose to give its customers the confidence to be whoever they want to be. Through its market-leading app and mobile-first website, ASOS sells over 85,000 branded and ASOS Design products globally. We believe in building an inclusive and diverse culture where everyone feels they belong, making fashion accessible and enjoyable for all.

Job Description

ASOS is looking for a dedicated and customer-focused Remote Order Support Specialist to join our dynamic e-commerce team. In this fully remote role, you will be the first point of contact for customers seeking assistance with their orders, ensuring a seamless and positive shopping experience. You’ll be responsible for resolving queries related to order status, delivery, returns, exchanges, and payment issues, contributing directly to customer satisfaction and loyalty. This position requires excellent communication skills, a proactive approach to problem-solving, and the ability to work independently in a fast-paced virtual environment.

Key Responsibilities

• Provide exceptional customer service via email, chat, and phone regarding order-related inquiries.
• Track and manage customer orders, providing updates on shipping, delivery, and returns.
• Investigate and resolve order discrepancies, lost packages, and damaged items efficiently.
• Process returns, exchanges, and refunds accurately and in a timely manner.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain detailed records of customer interactions and transactions.
• Stay up-to-date with ASOS products, policies, and promotions to provide accurate information.

Required Skills

• Minimum 1-2 years of experience in a customer service or order support role, preferably in e-commerce.
• Proficient in using CRM software and order management systems.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and manage time effectively in a remote setting.
• Reliable high-speed internet connection and a dedicated quiet workspace.

Preferred Qualifications

• Experience with fashion e-commerce platforms.
• Familiarity with ASOS products and brand.
• A proactive and empathetic approach to customer interactions.
• Ability to speak multiple languages (e.g., French, German, Spanish).

Perks & Benefits

• Competitive salary and performance bonuses.
• Employee discount on ASOS products.
• Flexible working hours.
• Access to mental health and wellbeing support programs.
• Opportunities for career growth and professional development.
• Paid time off and company holidays.

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