Customer Service Consultant (Native English + Canto/Mandarin Speaking, 1 Yr Contract)

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 Burberry and expert product knowledge, provide a personalised, sensational customer experience through Regional and Global Customer Service Team : creating lasting customer relationships and ensuring our customers enjoy the best shopping experience.

You will be at the forefront of our iconic Brand, combining an enthusiastic and authentic approach for our products in a dynamic teamwork environment that nurtures talent and encourages networking.

Burberry's Customer Service teams are populated with some of the industry's most committed, passionate and inspiring individuals and knowledgeable consultants to provide the perfect luxury Burberry experience for every customer.

RESPONSIBILITIES

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. Delivering World Class, Luxury Customer Service:

• 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, web messaging and email dialogue, this will include direct contact from customers, flagship store, 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

• Excellent verbal and written communication skills in English (Native), Cantonese is a plus
• Demonstrable experience in front line Customer Service role, ideally within Contact Centre environment, e-commerce or luxury retail sector
• An excellent ability to engage and build customer relations with a great understanding of the digital world
• Possess a genuine passion for luxury fashion industry and delivering world class customer service
• Technical agility in learning and using multiple applications and systems
• Self starter with an ability to learn and pick up brand and product knowledge quickly
• Proactive team player : positive attitude and able to work collaboratively
• An eye for detail and good organisational skills is essential
• Demonstrate strong problem solving capability : confident, result orientated and initiative to exceed targets
• 5 day work week - flexible and able to work on rotation including weekends

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

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