Customer Service Consultant

Burberry; Greater London; On-site; GBP 22,000 - 30,000; Full time

Job summary

A luxury fashion brand is seeking a Customer Service Consultant to provide exceptional service to customers. This role involves managing customer interactions across multiple channels, using expert product knowledge to enhance their experience, and proactively resolving issues. The ideal candidate should possess excellent communication skills in English and at least one additional language, coupled with a passion for delivering a sensational customer experience and achieving service targets.

Qualifications

• Experience in front line customer service, ideally in a Contact Centre environment.
• Demonstrated ability to achieve service and productivity targets.
• Proven track record of delivering exceptional customer experience.

Responsibilities

• Deliver world-class customer service and enhance brand loyalty.
• Take ownership of customer journeys and resolve issues proactively.
• Utilize systems and digital tools to manage customer interactions.

Skills

Excellent verbal and written English language skills

Fluency in French

Fluency in German

Fluency in Spanish

Fluency in Portuguese

Fluency in Russian

Passion for customer service

Strong problem-solving capability

Ability to work collaboratively

Organized and able to multitask

Job description

Customer Service Consultant

Department: CUSTOMER SERVICES

Location: Las Vegas, Nevada (US-NV), US

JOB PURPOSE

Through your passion for the Burberry brand and product and your specialist, expert, product knowledge you will provide a personalised sensational experience for our global customers.

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

Excellent verbal and written English language communication skills are essential, plus at least one or more of the following languages:

• French
• German
• Spanish
• Portuguese
• Russian
• 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

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Job Segment: Consultant, Consulting, Call Center, Contract, Customer Service