Aftercare Consultant

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

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

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• Exceptional verbal and written communication skills in English are essential, along with proficiency in one or more of the following languages:
  • French
  • German
  • Spanish
  • Portuguese
  • Russian
  • Mandarin
• A genuine passion for delivering world-class customer service.
• Proven experience in a frontline customer service role, ideally in a Contact Centre environment.
• Strong dedication to providing an outstanding customer experience.
• Collaborative and able to work effectively within a team.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a proactive approach to challenges.
• A true team player with a confident and resilient attitude.
• Highly organized and capable of multitasking in a fast-paced environment.
• Flexibility to work varying shifts as needed.
• Self-motivated and takes initiative in identifying and addressing issues.
• Positive and can-do attitude, consistently aiming to deliver the best results.

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.