Customer Service Consultant

2 days ago

Leeds, Leeds, United Kingdom Guidant Global Full time

Join Burberry's world-class customer service team and deliver exceptional luxury experiences to discerning clients across multiple channels.

Customer Service Consultant - German speaking

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 clientelling and end-to-end case management. This will drive high customer satisfaction, retention and revenue to contribute to the wider Customer Service goals.

Key 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

  • Must be able to speak fluent German and English
  • 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

Work Location: In person

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