Working at Ascensos is about more than just answering calls or resolving queries - we're about delivering exceptional customer experiences.
Our Customer Service Advisors are the voice behind some of Europe's most iconic retail brands, from John Lewis & Partners to KFC, River Island, SpaceNK and Wickes. They play a key role in maintaining the trusted relationships between these iconic brands and their customers. If you're looking for a role where you can truly make a difference, you’ve come to the right place.
What Does a Retail Customer Service Advisor Do?
Being a Retail Customer Service Advisor at Ascensos means each day brings the chance to create memorable moments for customers. Yes, you’ll help resolve queries, but you’ll also assist with placing orders, share product knowledge, and ensure every interaction is as smooth and pleasant as possible.
You're not just managing complaints - you’re shaping positive customer experiences that keep our clients' customers coming back.
What Makes a Good Retail Customer Service Advisor?
A good Customer Service Advisor has strong interpersonal and analytical skills to handle a variety of customer queries. Whether you're solving problems or providing information, the ability to build rapport and communicate clearly is key, along with creativity - because you’ll be making customers’ lives easier by providing helpful information and solutions.
We’re looking for friendly, positive individuals who can listen, ask the right questions, and bring fresh ideas to the table. You’ll be working with a supportive team, answering customer questions, and solving problems using the skills we’ll teach you.
What really matters is your enthusiasm for helping others and your willingness to learn. If you enjoy talking to people, have good communication skills, and are excited about working in a fast-paced environment, you’re already on the right path.
Why Work With Us?
At Ascensos, we don’t believe in cookie-cutter solutions. We tailor our approach to suit each of our clients and their customers, and we apply the same philosophy when it comes to supporting our people. As an award-winning customer experience outsourcer, our culture is centered on supporting our colleagues and providing a fun, inclusive environment where you can thrive.
What to Expect During Our Recruitment Process
The recruitment process at Ascensos is designed to be transparent and approachable.
Kerry, Talent Acquisition Partner at Ascensos, explains, “We’re looking for confidence and great communication skills. When you come to an interview at Ascensos, expect questions that explore how you communicate and build rapport.
We like to ask fun and relatable questions, like who your favourite superhero is or how your friends would describe you. We want to see your personality because we believe happy people keep people happy. But we also want to ensure that you feel relaxed and comfortable enough to shine.”
You’ll also be asked problem-solving questions relevant to the brand you will be working on - these are common-sense scenarios designed to see how you think on your feet. However, the main questions will be provided to you before your interview, so there will be no surprises.
Kerry, like many of our tenured colleagues, started her Ascensos journey as a Customer Service Advisor in 2016. She worked her way up to Team Manager before joining our recruitment team in 2021. Having been through the process herself, Kerry knows exactly what it takes to succeed at Ascensos.
All of our recruiters focus on making sure you feel prepared, with no surprises, and that you’re a great fit for one of our retail clients - whether it’s fashion, beauty, or fast food. “Matching you to a campaign where you can thrive is what we're all about.” says Kerry.
You’ve Got the Job, What’s Next?
From day one, we’ll equip you with the tools and training you need to succeed. And the opportunities don’t stop there - 95% of our Team Managers were promoted from within, meaning that career progression is more than just a possibility; it’s the norm.
Leanne, Operations Trainer at Ascensos, provides insights into the training process once you’re hired. "Our goal is to make you feel ready and comfortable before taking on customer interactions," says Leanne. "Training is interactive, designed to give you the tools you need, and you won’t be rushed. We’ll only move forward when you're fully confident.
"Starting as an advisor, I truly understand the learning journey for customer service advisors. Now, as a trainer, it’s incredibly rewarding to help others grow and develop in their roles.”
While shadowing experienced advisors comes later, the training process starts with a deep dive into our culture, mission, and processes, followed by specific training on the retail brand you’ll represent. You’ll learn everything from their brand values and tone of voice to campaign-specific procedures and knowledge hubs, ensuring you’re equipped to handle real customer interactions with confidence.
Become an A-player in Customer Service
There are plenty of perks to working at Ascensos. We offer a range of benefits across each of our global sites to ensure you’re supported, from health plans to wellness programs and a fun, inclusive environment designed to help you thrive, with opportunities to develop both personally and professionally.
At Ascensos, our mission is simple: to help brands and their customers stay in love. As a retail customer service advisor, you will play a crucial role in making that happen. Every conversation, every solution, and every interaction brings you closer to helping brands build customer loyalty and happiness.
Read more inspiring progression stories in our Beyond the Calls series:
- Explore success stories featuring colleagues leading the way in Motherwell.
- Learn about the progression journeys of our inspiring Cape Town Managers.
- Discover more journeys in 'Behind the Service' Part 1 and Part 2, where the spotlight is focused on frontline colleagues who have progressed to become key A-players in our support teams.
- Interested in growing your career? Explore your path to success as a Retail Customer Service Advisor.
If you’re looking for a rewarding, dynamic role where you can grow and make a real impact, join us to begin your journey 'Beyond the Calls'.
