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Customer Service Consultant - Munich Perusastraße Store

Munich, Germany
Closing date
10 Feb 2023

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Job Details


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.


Reporting to the Customer Service Manager, the In Store Customer Service Consultant is responsible for providing Burberry customers with a unique, luxury experience while managing end to end customer enquiries on a range of aftercare experiences in store as well as via phone, e-mail and chat.

In line with Burberry's values, you will be an enthusiastic advocate for the brand, using your knowledge and expertise to cultivate relationships that enhance brand loyalty and actively contribute to sales revenue.

This role is based in our Store in Munich.


Service and Customer Experience
  • Deliver world class, luxury Customer Service, considering the moments of truth for each customer.
  • Be the human face of the Burberry customer service experience, connecting with stakeholders across the business to fulfil every customer need.
  • Manage end-to-end customer enquiries and cases in face to face situations in store and via phone, e-mail and messaging.
  • Use empathy and intuition to anticipate and understand customers' needs, persevering to resolve service or product related issues with specialist aftercare knowledge

  • Be an enthusiastic advocate for the brand, using your knowledge to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue.
  • Identify and address opportunities relating to aftercare and customer satisfaction

Internal Partnering
  • Work closely with store colleagues to support with aftercare experience to free up colleagues' time to be present on the floor
  • Perform as a team player, building and maintaining relationships with store and global colleagues

Process and Policy
  • Supports store with enhancing the Collect In Store process, creating delight for the customer and enhanced revenue opportunity for store


  • Fluent in 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 in personal appearance, manner, and demeanour.


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: Germany || Not Applicable || Munich || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||


Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core. Digital luxury positioning and intensive focus on design innovation, quality and heritage icons of the trench coat, trademark check and Prorsum knight, ensure continued brand purity and relevance globally across genders and generations.

At Burberry, every individual, every team and every function, shares an incredible passion for the brand and is guided by a ‘brand-first’ mind-set. Decisions are evaluated through the lens of the long-term health and vitality of the Burberry brand.

Burberry believes that in order to be a great brand it must also be a great company. Inspired by three Core Values - Protect, Explore, Inspire - rooted in the brand’s heritage and continually informing its guiding principles, Burberry leverages its compassionate and creative thinking culture to continually innovate and drive the brand forward.


Find Us
Horseferry House
United Kingdom

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