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Reporting to the Customer Service Team Leader, the Customer Service Consultant is responsible for delivering Burberry customers with a unique, luxury experience through multichannel contacts and clienteling and to end case management. This will drive high customer satisfaction, retention and revenue to contribute to the wider Customer Service goals.

• Taking ownership of all customer cases to conclusion and provide timely updates to clients
• Update all records and systems to ensure the best follow up experience for customers
• Provide elevated experience through ECE on all contacts
• Develop and maintain product knowledge and passion for the Burberry product. Be a brand ambassador and be able to style, link sell and create opportunities to delight customers through personalised solutions
• Create long-term customer relationships and retain customers through clientelling activities including outreach, follow up and appointment booking adding growth and revenue opportunities
• Manage own client book and ensuring regular and timely personalised conversations with clients
• Use empathy and intuition to anticipate and understand customers’ needs, persevering to resolve service or product related issues
• Use knowledge systems and product detail to suggest Aftercare services and build loyal customer base
• Use all systems to capture customer detail accurately for case management
• Work within strict data protection policies
• Keep customer profiles and contact information up to date and look for opt-in opportunities

• Delivering World Class, Luxury Customer Service through all channels
• Fluent in Italian & English spoken and written
• 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
• Demonstrates a 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
• Excellent organisational skills with an ability to deal with conflicting priorities with ease
• Ability to project an approachable and professional image

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

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

Posting Notes: United Kingdom || Not Applicable || Leeds || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a

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