Customer Service Specialist
7 months ago
**Customer Service Specialist (Full Time, Monday to Friday, Office Based)**
Job Profile: Customer Service Brand Specialist (Bvlgari & Dior)
Department: Customer Service
Location: Manchester
Reporting to: Customer Service Manager
**Mission**:
- To offer a customer focused, luxury, innovative service to our Bvlgari & Dior consumers
- Build strong communication channels with end clients and trade partners
- Register timepieces into our in-house system and generate accurate and detailed repair information
**Duties and Responsibilities**:
- To provide fast paced, quality communication relating to all aspects customer service
- Contact consumers to discuss their requests, offer a solution that makes the client feel unique and valued
- Provide clients with accurate information and advice regarding product repair and service required/provided
- Proactively deal with customer dissatisfaction in line with brand ethos and values
- Work closely with internal and external departments to obtain information to respond to client requests
- Effectively use in-house database and systems to process customer repairs and provide information
- Produce reports and provide customer information
- Effectively prioritise work load to effectively deliver results and escalate queries when necessary
- Build effective relationships with clients and retailers
- Work to a standard of excellence, meeting determined deadlines and SLA’s
- Develop and maintain product and systems knowledge including attending training sessions
- Oversee the watches being returned to HQ
- Develop technical brand knowledge and seek additional technical support where required to effectively respond to client enquiries
- Support areas in CS when required
**Qualification, Experience and Skills Required: Education**:
- GCSE, A Level or NVQ qualifications
**Professional Experience**:
- Knowledge of and ability to use various systems, Microsoft packages and produce reports
- Previous experience working with a luxury brand (preferable)
**Profile**:
- Excellent verbal and written communication skills
- To demonstrate brand passion - Ability to prioritise and plan own workload
- Ability to respond positively and proactively to customer complaints and queries in a professional manner
- Able to remain calm, whilst working at a fast pace with a high degree of accuracy and attention to detail
- Flexibility to work to challenging, changing deadlines and work as part of a team
- Knowledge of brand values and luxury service
- Demonstrate an attitude of professionalism, conscientiousness and reliability
**Competencies**: Problem Solving, Learning on the fly Time Management, Flexibility, Decision quality, Technical learning, Teamwork, Conscientiousness, Self-knowledge, Composure, Ethics & values Integrity & trust Communication Customer focus Conflict management
**Contacts and Relationships Internal**:
- All internal departments
- Brand House
- CEO
**External**:
- End Consumers
- Retailers
- Boutique team
**Benefits**:
- Company events
- Company pension
- Employee discount
- Life insurance
- On-site parking
- Private medical insurance
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Manchester, M28 3GN: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
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