Customer Service Consultant - Montenapoleone

Recruiter
Burberry
Location
Milan, Italy
Posted
25 Aug 2022
Closes
26 Oct 2022
Ref
153693-en_GB
Function
Marketing
Level
Manager
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

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 Montenapoleone Store.

RESPONSIBILITIES

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


Sales
  • 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


PERSONAL PROFILE

  • Fluent in Italian 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.


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: Italy || Not Applicable || Milan || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||

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