Luxury Aftercare Concierge

Burberry; Greater London; Híbrido; GBP 26 000 - 34 000; Tempo integral

Resumo da oferta

Burberry in London is seeking an Aftercare Consultant to deliver a luxury customer experience while managing end-to-end aftercare enquiries. Reporting to the Aftercare Manager EMEIA, you will understand customer needs and coordinate with QA and repair partners to resolve issues at the point of contact in-store on Bond Street.

Based in the Bond Street store, you will log cases, liaise with repair centres, organise payments and shipping, and help drive customer satisfaction and sales by offering

Qualificações

• Excellent verbal and written communication skills.
• Ability to work collaboratively and show initiative.
• Strong attention to detail with the ability to handle multiple tasks.

Responsabilidades

• Manage end-to-end customer enquiries in store and via phone, e-mail and messaging.
• Diagnosis of need: evaluation of the request for intervention, analysis of the product with QA/partners.
• Cases logged and progress fully noted throughout the journey including data for reporting.
• Liaise with repair centres, using interactions for available repairs, costs and timescales.
• Be an empathetic advocate for the brand to resolve service or product related issues with aftercare knowledge.
• Act as confident decision maker to build trust with client and resolve cases.
• Communicate with clients throughout the journey, keeping touchpoints elevated to next steps.

Conhecimentos

Customer service

Communication

Team collaboration

Proactive

Positive attitude

Resilience

Attention to detail

Organization

Professional image

Descrição da oferta de emprego

Burberry in London is seeking an Aftercare Consultant to deliver a luxury customer experience while managing end-to-end aftercare enquiries. Reporting to the Aftercare Manager EMEIA, you will understand customer needs and coordinate with QA and repair partners to resolve issues at the point of contact in-store on Bond Street.

Based in the Bond Street store, you will log cases, liaise with repair centres, organise payments and shipping, and help drive customer satisfaction and sales by offering