Customer Service Consultant- French Speaking

INTRODUCTION

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

As a Customer Service Consultant you will be 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

• Delivering World Class, Luxury Customer Service through all channels
• 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

PERSONAL PROFILE

-    Fluent in spoken and written English and French
-    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 

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.

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