Customer Service Consultant

Customer Service Consultant

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.

Responsibilities include delivering world-class, luxury customer service through all channels, taking ownership of all customer cases to conclusion and providing timely updates to clients, updating all records and systems to ensure the best follow-up experience for customers, providing an elevated experience through ECE on all contacts, developing and maintaining product knowledge and passion for the Burberry product, creating long-term customer relationships and retaining customers through clienteling activities, managing own client book and ensuring regular and timely personalized conversations with clients, using empathy and intuition to anticipate and understand customers' needs, using knowledge systems and product details to suggest aftercare services and build a loyal customer base, using all systems to capture customer details accurately for case management, working within strict data protection policies, keeping customer profiles and contact information up to date, and looking for opt-in opportunities.

Personal profile requirements include fluency in written and spoken English, passion for delivering amazing service to customers, ambassador for brand and product, excellent verbal and written communication skills, ability to work collaboratively, demonstrating initiative through a proactive approach, demonstrating a positive attitude, resilience to overcome difficult conversations, strong understanding of customer service needs and customer priorities, strong attention to detail with the ability to handle multiple tasks simultaneously, excellent organizational skills with an ability to deal with conflicting priorities with ease, and the ability to project an approachable and professional image.

Measures of success include achievement of service levels and sensational customer service, achievement of productivity targets, achievement of customer experience target, brand awareness, and product expertise.