Customer Service Consultant (Full time)

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As a Customer Service Consultant,you willbethe expert for all things Selfridges and the go-to person tohelp our customers with their queries. Fully knowledgeable and understanding of everything about ourDigital business, whilst supporting our stores with resolving complaints and those escalated to our Execpartners.You'llhave the opportunity to support in delivering projects within the contact centre, whilstensuring all internal processes provide an excellent customer experience.

As a Customer ServiceConsultantyou will:

• Be a Selfridges expert, positively and proactively supporting the contact centre with complex queriesandstore management with digital queries
• Resolve complex customer queries and complaints with professionalism and a desire to exceed expectations at every opportunity; going above and beyond to inspire and delight
• Work closely with other team members across the digital business to support in the delivery of newprojects, products and services. This includes but not limited to Digital Trading, Buying andMerchandising, IT Service Desk,Supply Chain and Change teams, ensuring that our customers are atthe heart of our decision making
• Provide training to support in the roll out of said projects, products and services as required to ensurethe team within the contact centre are well informed to support customer queries
• Adapt to the challenges that vary from day to day. A flexible role,you willbe required to work ondifferent projects to support ourcustomersneeds across all touch points
• Provide training and ongoing support as we roll out our Store Support service within our stores toprovide a more seamless store enquiry process

Howyou'lldo it you willbe:

• A great communicator.You willbe able to positively engage with all different types of customers(domestic and international) with varying needs and requirements
• Proficient in Microsoft office (Excel, outlook)
• Well informed. Remaining continuously updated as to the digital and store service proposition in orderto be able to share the right information
• Known to be a sales and service expert. You'll need to use these skills to deliver the extraordinary each and every time and take the initiative to provide additional services where appropriate
• Collaborative.You'llwork closely with team members to stay updated of key changes to digital andstore information and work together where required to exceed customer needs
• Approachable. Providing our customers with warm and friendly interactions
• A proud shopkeeper.You'llcelebrate everything about Selfridges and be keen to use this enthusiasm toengage and excite our customers
• Problem solving skills.You'llgo above and beyond to resolve issues for our customers and be able toadapt your approach to each individual customer
• An example of our values, a trusted and respected colleague