Contact Centre Service Advisor
About this role
We are now looking for a Customer Service Advisor to join us at Harrods as part of our Contact Centre team. In this role, you will share your knowledge on our products, services, and the heritage of Harrods. You will support all customer enquiries about the store and online, maximising sale opportunities and increasing customer loyalty through communication channels.
About the Role
As a Customer Service Advisor in the Contact Centre you will be personable and empathetic whilst listening to our customers to handle their complex queries and find solutions. You will support our customers across all communication channels including email, telephone, livechat, WhatsApp and social media, aiming to resolve queries on first contact, minimising future contacts and simplifying processes for the benefit of the customer. In the role, you will accurately capture the reasons for contact to allow the business to understand opportunities to develop, work collaboratively across teams to consistently get the right solution for the customer, and take ownership and resolve queries to a high standard in line with Harrods Values and policies.
You will also:
- Achieve agreed KPI target for quality and productivity.
- Continue to learn and grow by developing skills beyond core activities.
- Seek opportunities to retain customer loyalty and create memorable experiences.
Depending on your role, you may be fully on-site or have a mix of on-site and home working – this is what we refer to as ‘Hybrid’. Our hybrid working policy allows colleagues to work from home for part of the week, with a minimum of three days on-site, depending on business needs.
Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.
About You
You will have experience working in a contact centre or customer service environment. You will be passionate about customer service and show that you are able to confidently resolve issues or queries that customers raise with you. You will be a team player who takes initiative and strives to exceed customers’ expectations.
You’ll also need to be self-motivated and organised, with strong listening and communication skills, adaptable to your audience. You’ll be a self-starter with the ability to handle multiple and varied tasks with an ‘anything is possible’ attitude. You’ll be collaborative in your nature, and thrive as part of a team, building relationships with colleagues and customers alike. You’ll also be proficient with computers and CRM systems, and have experience with Microsoft Office, Word, Excel, PowerPoint.
About Us
Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.
Our Promise to You
Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.
In return you’ll receive an excellent benefits package, including a company pension, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.
Uniquely You
Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.
At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods
Additional Information:
Time Type:
Fixed Term (Fixed Term)Department:
Customer Service Contact Centre HMS (Own Bought) (Chris Wells (Inherited)) (inactive)Company at a glance
As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to serve the needs and aspirations of our customers, to create new stories and bring moments of delight. Whomever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy, and care. #TogetherHarrods
Open since 1834 by Charles Henry Harrod and now owned by Qatar Holding Authority, we are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.
Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers.
Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story.
Top Benefits
- Company Pension
- 25 Days' Holiday
- Birthday Off
- Up to 33% In-store Discount
- Season Ticket Loan
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