Customer Service Consultant- German speaking

Customer Service Consultant - German Speaking

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 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 role is Leeds based.

RESPONSIBILITIES

• Delivering World Class, Luxury Customer Service through all channels
• Taking ownership of all customer cases to conclusion and providing timely updates to clients
• Updating records and systems to ensure the best follow-up experience for customers
• Providing elevated experience through ECE on all contacts
• Developing and maintaining product knowledge and passion for the Burberry product; being a brand ambassador and styling, linking selling, and creating opportunities to delight customers through personalised solutions
• Creating long term customer relationships and retaining customers through clientelling activities including outreach, follow up and appointment booking to add growth and revenue opportunities
• Managing own client book and ensuring regular and timely personalised conversations with clients
• Using empathy and intuition to anticipate and understand customers' needs, persevering to resolve service or product related issues
• Using knowledge systems and product detail to suggest after care services and build a loyal customer base
• Using all systems to capture customer detail accurately for case management
• Working within strict data protection policies
• Keeping customer profiles and contact information up to date and looking for opt in opportunities

PERSONAL PROFILE

• Fluent in spoken and written German
• Passion for delivering amazing service to customers
• Ambassador for the brand and product
• Excellent verbal and written communication skills
• Able to work collaboratively
• Demonstrates initiative through a proactive approach
• Demonstrates a positive attitude
• Resilience to overcome difficult conversations
• Strong understanding of Customer Service needs and Customer priorities (both internal and external)
• Strong attention to detail and able to handle multiple tasks simultaneously with precision
• Excellent organisational skills, able to manage conflicting priorities with ease
• Ability to project an approachable and professional image

Education level: None; Work experience: Less than 6 months.