Contact Centre Service Advisor

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, supporting 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.

• 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 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.

Benefits - an excellent benefits package, including a company pension, 25 days' holiday, your birthday off, up to 33% in store discount (including across our food hall and restaurants), and a season ticket loan.

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.