Customer Relations Specialist

4 weeks ago


Hammersmith, United Kingdom Harrods Full time

Customer Relations Specialist

The Customer Relations team are looking for a Specialist to join their team. As a Customer Relations Specialist you will be empowered to manage and resolve the more complex, escalated cases to ensure customer satisfaction throughout.

About the role:
The Customer Relations Specialist will ensure the consistent delivery of world-class service to our customers while achieving business goals and sustaining Harrods as the pinnacle of luxury and best in class for customer service. Every interaction and every complaint gives you the opportunity to use your own initiative, not only to surpass customers’ expectations, but to understand trends of complaints and contribute to the business solutions for the long term.

About You:
You will be a problem solver by nature and have experience managing high level complaints that have been escalated to senior management. While handling a small case load of complex issues through to resolution, you will also aid the Customer Service advisors within the team.

You will also:

- Have a deep passion about customer care and being an ambassador of delivering true customer service excellence
- Be an experienced coach who is confident supporting colleagues to navigate decision making and deliver service excellence
- Have experience of and credibility to work with our most loyal and often ultra high net worth customers
- Demonstrate experience of resolving highly complex and high profile complaints
- Exude confidence and ability to work with and influence senior stakeholders as well as build effective and relationships with internal and external partners (brands, other business areas etc)
- Have exceptional communication skills in all mediums and channels

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise To You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

Uniquely You

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Face

Additional Information:
Time Type:
Permanent

Department:
Customer Relations Team (Hannah Pass)



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