Customer Service Consultant- German speaking

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.,

• Delivering World Class, Luxury Customer Service through all channels


• Taking ownership of all customer cases to conclusion and provide timely updates to clients


• Update all records and systems to ensure the best follow up experience for customers


• Provide elevated experience through ECE on all contacts


• Develop and maintain product knowledge and passion for the Burberry product. Be a brand ambassador and be able to style, link sell and create opportunities to delight customers through personalised solutions


• Create long-term customer relationships and retain customers through clientelling activities including outreach, follow up and appointment booking adding growth and revenue opportunities


• Manage own client book and ensuring regular and timely personalised conversations with clients


• Use empathy and intuition to anticipate and understand customers' needs, persevering to resolve service or product related issues


• Use knowledge systems and product detail to suggest Aftercare services and build loyal customer base


• Use all systems to capture customer detail accurately for case management


• Work within strict data protection policies


• Keep customer profiles and contact information up to date and look for opt-in opportunities
  
  Must be able to speak fluent German and English.


• Passion for delivering amazing service to customers


• Ambassador for brand and product


• Excellent verbal and written communication skills.


• Able to work collaboratively.


• Demonstrates initiative through proactive approach.


• Demonstrates a positive attitude.


• Resilience to overcome difficult conversations


• Strong understanding of Customer Service needs and Customer (both internal and external) priorities.


• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision.


• Excellent organisational skills with an ability to deal with conflicting priorities with ease


• Ability to project an approachable and professional image