INTRODUCTION

JOB PURPOSE

RESPONSIBILITIES

• Delivering World Class, Luxury Customer Service:
• As the Customer Service Consultant you are the human face of the digital Burberry customer experience, connecting across the business to fulfil every customer need.
• You will be as helpful as possible by taking ownership of each customer journey, resolving cases through accurate, appropriate and personalised solutions that enhance brand loyalty.
• By demonstrating passion for the brand and expert product knowledge you will encourage customers to personally experience the style, look and quality of Burberry products.
• You will use your empathy and intuition to anticipate and understand customers’ needs, persevering to resolve service or product related issues with specialist after-sales knowledge
• You will be an enthusiastic advocate for the brand, using your knowledge to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue
• You will be an expert in dealing with customers via phone, live chat and email dialogue, this will include direct contact from customers, calls for flagship stores, and internal colleagues.
• You will contribute towards the efficient running of the customer service department and play a key role in achieving the contact centre service level targets.
• Using a range of systems and digital tools, you will ensure that the relevant administration is completed and distributed appropriately, in line with the departmental ways of working
• Accurately record customer details using computer based and paper based systems where necessary.
• You will ensure to operate in accordance with Burberry’s approved policies and processes, and in line with Company procedures to minimise loss.
• Carry out any additional duties as directed by the management team.

PERSONAL PROFILE

• French
• German
• Spanish
• Portuguese
• Russian
• Mandarin
• Possess a genuine passion for delivering world class customer service.

• Demonstrable experience in front line customer service role, ideally within Contact Centre environment.
• Passionate about delivering a sensational customer experience.
• Able to work collaboratively.
• Excellent verbal and written communication skills.
• Strong problem solving capability.
• Team player.
• Robust and confident.
• Organised and able to multi task.
• Be available to work flexible shifts.
• Demonstrates initiative through proactive approach.
• Demonstrates a positive attitude

MEASURES OF SUCCESS

• Achievement of Service levels and sensational Customer service.
• Achievement of Productivity targets.
• Achievement of Customer Experience target.
• Brand awareness and product expert.

FOOTER