Customer Service Consultant- French speaking
About this role
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 clienteling and to end case management. This will drive high customer satisfaction, retention and revenue to contribute to the wider Customer Service goals.
This opportunity is based in Leeds, UK.
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 French 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
Company at a glance
Born from innovation, Burberry is a global luxury brand with a rich British heritage. Now celebrating our 170th year, we continue to build on the pioneering spirit that has defined us since 1856.
Founded by Thomas Burberry, our brand is underpinned by a passion for the outdoors. Thomas Burberry invented the innovative rain-ready fabric gabardine to protect explorers from the elements. In doing so, he created the foundation for the iconic Burberry trench coat, which remains core to the business even today.
Guided by our history of exploration and our shared belief that ‘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.
As a values-driven brand, we are committed to creating the next generation of sustainable luxury and believe that diversity, equity and inclusion are essential to fulfilling our purpose. Fostering an inclusive culture where differences are valued and embraced enables us to be more creative, engaged and make a more meaningful contribution to the world around us.
To discover more about our brand values, visit Burberryplc.com
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