Customer Service Consultant

FashionUnited; Las Vegas (NV); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Burberry seeks a Customer Service Consultant to deliver personalised, sensational service to our global customers. You will be the human face of the digital Burberry experience, resolving issues with expert product knowledge and empathy across phone, chat, and email channels.

You will drive brand loyalty, contribute to sales, and operate within established policies while maintaining high service standards. Flexibility to work shifts and a proactive, collaborative mindset are essential.

Qualifications

• Excellent verbal and written English communication skills are essential, plus at least one of the following languages: French, German, Spanish, Portuguese, Russian.
• Demonstrable experience in front line customer service role, ideally within a 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

Responsibilities

• Deliver world-class, luxury customer service as the human face of the digital Burberry customer experience.
• Take ownership of each customer journey and resolve cases with accurate, personalised solutions.
• Encourage customers to experience the brand’s style, look and quality.
• Anticipate needs and resolve service or product issues with after-sales knowledge.
• Cultivate relationships to enhance brand loyalty and support sales revenue.
• Handle customers via phone, live chat, and email across flagship stores and internal teams.
• Contribute to efficient department operations and meet service targets.
• Accurately record customer details in systems and paper records when needed.
• Comply with Burberry policies and procedures to minimise loss.
• Carry out additional duties as directed by management.

Job description

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

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 andwritten 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.

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