Customer Service Specialist

3 weeks ago

Shanghai, Shanghai, China Burberry Limited Full time
Job Purpose

As a key member of the Burberry Limited team, you will be responsible for delivering exceptional customer service to our global clientele. Your passion for the brand and product knowledge will enable you to provide personalized and sensational experiences for our customers.

Responsibilities
  • Deliver World Class Luxury Customer Service: As the human face of the digital Burberry customer experience, you will connect across the business to fulfill every customer need.
  • Take ownership of each customer journey, resolving cases through accurate, appropriate, and personalized solutions that enhance brand loyalty.
  • Demonstrate passion for the brand and expert product knowledge to encourage customers to personally experience the style, look, and quality of Burberry products.
  • Use empathy and intuition to anticipate and understand customers' needs, persevering to resolve service or product-related issues with specialist after-sales knowledge.
  • Act as an enthusiastic advocate for the brand, using your knowledge to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue.
  • Deal with customers via phone, live chat, and email dialogue, including direct contact from customers, calls for flagship stores, and internal colleagues.
  • Contribute towards the efficient running of the customer service department and play a key role in achieving the contact centre service level targets.
  • Ensure relevant administration is completed and distributed appropriately, in line with the departmental ways of working.

  • Accurately record customer details using computer-based and paper-based systems where necessary.

  • Ensure operation in accordance with Burberry's approved policies and processes, and in line with Company procedures to minimize loss.
  • Carry out any additional duties as directed by the management team.
Personal Profile

Excellent verbal and written English language communication skills are essential, plus at least one or more of the following languages: French, German, Spanish, Portuguese, Russian, Mandarin. You will possess a genuine passion for delivering world-class customer service, demonstrable experience in a front-line customer service role, ideally within a Contact Centre environment.

Measures of Success
  • Achievement of Service levels and sensational Customer service.
  • Achievement of Productivity targets.
  • Achievement of Customer Experience target.
  • Brand awareness and product expert.
Equal Opportunities Employer

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

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