Burberry
Customer Service Consultant- German speaking
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Customer Service Consultant – Leeds (Burberry)
About the Role
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and create new possibilities for our people, customers, and communities. Since our founding in 1856, we have been guided by this belief, driving us to operate as a purposeful, values-driven brand committed to making a positive impact.
We aim to foster an environment where diverse creative minds thrive, bringing a range of skills and experiences to everything we do. As a leader in sustainable luxury, we strive to deliver the next generation of premium experiences for customers, shape industry change, and champion our communities.
Job Purpose
Reporting to the Customer Service Team Leader, the Customer Service Consultant is responsible for delivering a unique, luxury experience to Burberry customers through multichannel contacts and clienteling, ensuring seamless case management. This role will drive high customer satisfaction, retention, and revenue to support the broader Customer Service goals.
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This position is based in Leeds.
Responsibilities
- Deliver World-Class Luxury Customer Service across all channels
- Take full ownership of all customer cases to resolution, providing timely updates
- Update systems and records to ensure seamless follow-up experiences for customers
- Offer an elevated experience via E-Commerce (ECE) on every interaction
- Develop and maintain deep product expertise and passion for Burberry, acting as a brand ambassador
- Style, upsell, and create personalised solutions to delight customers
- Build long-term customer relationships through clienteling activities, including outreach, follow-ups, and appointment bookings
- Drive appreciation, growth, and revenue via personalised client engagement
- Manage personal client roster, ensuring regular and timely conversions
- Use empathy and intuition to anticipate and resolve customer issues
- Leverage knowledge and product detail to suggest Aftercare services, fostering loyalty
- Accurately capture customer details for effective case management
- Comply with strict data protection policies
- Keep customer profiles and contact information current, seeking consent opportunities
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Personal Profile
- Passionate about delivering exceptional customer service
- Act as a brand and product ambassador
- Exceptional verbal and written communication skills
- Ability to work collaboratively and take the initiative
- Demonstrates a positive outlook and resilience in challenging situations
- Strong grasp of customer service priorities (both internal and external)
- High attention to detail, ability to juggle multiple tasks efficiently
- Proficient ** organisational skills** with ease in managing competing priorities
- Projects an approachable and professional image
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