Customer Service Team Leader

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

Delivering first-class customer service support and demonstrating exceptional operational awareness, the Customer Service Team Leader is primarily responsible for:

• The successful resolution of complex customer cases, including escalations
• Ensuring schedule adherence and efficient ways of working across all contact channels
• Providing Manager on Duty (MOD) support to the regional & global customer service teams
• Provide effective coaching and mentoring to the customer service consultants

RESPONSIBILITIES

• Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels
• Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental service level agreements (SLA's)
• Analyse and interpret information available on systems and reports to effectively manage and/or delegate both individual and team workload
• Be available to handle on the spot customer escalations in a calm, measured and helpful manner, taking ownership through to resolution where required
• To investigate complex customer cases and escalations thoroughly, liaising with other departments where necessary, to make solutions-focused and helpful recommendations for resolution
• Maintain a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience
• Partner with other managers to ensure that team huddles are planned and conducted daily, ensuring awareness of priorities and company briefings
• Conduct on-the-spot coaching and mentoring based on personal observations and/or as required by the Customer Service management team
• Provide administrative support to consultants and other departments in the completion of departmental processes and procedures
• Manage claims for order refunds and customer goodwill, in accordance with Burberry policy
• Responsible for overseeing the effective operation of all aspects of the contact centre and reporting back to the business at designated times throughout the week
• Must be available to work flexible shifts

PERSONAL PROFILE

Qualifications & Experience

• You must demonstrate the ability to become a subject matter expert in all Customer Service systems, processes and policies and ensure you provide a first level support to Consultants in these areas
• Demonstrable experience of providing specialist or supervisory support within a retail or online contact centre / retail environment
• Experience in supporting front line staff and coaching and developing team members

Skills

• Excellent verbal and written communication skills in English, Cantonese (Native) or Japanese (Native) is a plus
• Passionate about delivering a sensational customer experience
• Excellent verbal and written communication skill
• Able to work collaboratively
• Demonstrates initiative through proactive approach in developing people and processes and demonstrates a positive and helpful attitude at all times
• Ability to multi-task and deal with multiple projects simultaneously and be robust and confident
• Strong problem-solving capability

FOOTER

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

Posting Notes: Hong Kong S.A.R || Not Applicable || Hong Kong S.A.R || CUSTOMER SERVICES || NO DEPARTMENT - FIST9009 || n/a ||