INTRODUCTION

JOB PURPOSE

RESPONSIBILITIES

• Deliver world class, luxury Customer Service, considering the moments of truth for each customer.
• Be the human face of the Burberry Aftercare experience, connecting with stakeholders across the business to fulfil every customer need.
• Manage end-to-end customer enquiries and cases in face to face situations in store and via phone, e-mail and messaging.
• Use empathy and intuition to anticipate and understand customers’ needs, persevering to resolve service or product related issues with specialist aftercare knowledge.
• Perform, manage and co-ordinate aftercare services including leather cleaning, Trench refresh journey.
• Delivering exceptional experiences for our customers Instore and via phone, email and messaging
• Be an enthusiastic advocate for the brand, using your knowledge to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue.
• Demonstrate passion for the brand and expert product knowledge and through questioning and storytelling excite and inspire customers to experience the style, look and quality of Burberry products.
• Identify and address opportunities relating to aftercare and customer satisfaction.
• Create long-term customer relationships through clientelling activities including outreach and follow up and appointment booking.
• Partners with stakeholders/other colleagues/global team. Building a network of other business areas to support timely, luxury resolutions for aftercare issues.
• Acts as a point of contact for regional product repair centres on product care policy issues relating to customer experience.
• Provides support on operational activities related to the continuous update of the Global Aftercare policy and guidelines.
• Confidently makes decisions to resolve customer issues in a timely and professional manner.
  

PERSONAL PROFILE

• Passion for delivering amazing service to customers
• Ambassador for brand and product
• Excellent verbal and written communication skills.
• Able to work collaboratively.
• Demonstrates initiative through proactive approach and positive attitude.
• Resilience to overcome difficult conversations
• Strong understanding of Customer Service needs and Customer (both internal and external) priorities.
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision.
• Ability to project an approachable and professional image in personal appearance, manner, and demeanour.

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