Aftercare Consultant

• Manage end-to-end customer enquiries and cases in face to face situations in store and via phone, e-mail and messaging.
• Diagnosis of need: evaluation of the request for intervention, analysis of the product (faulty/wear and tear) confirmation of the diagnosis with the collaboration of the QA team/BM/partners
• Cases logged and progress fully noted throughout the journey including the collation of data for reporting
• Liaise with repair centres, using these interactions for available repairs, repair costs and timescales
• Use empathy and intuition to anticipate and understand customers' needs, persevering to resolve service or product related issues with specialist aftercare knowledge
• Acts as confident decision maker in the moment to build trust with client and resolve cases
• Communication with clients throughout the journey, keeping touchpoints elevated and clear in next steps right through to resolution
• Working as liaison between Global CS and store(s), to optimise the client journey and ensure a smooth flow of communication to the relevant store department e.g. escalated scenario in Aftercare received through Digital where store intervention is necessary
• Organising payments from clients prior to shipping, using POS and remote methods as appropriate to client
• Organising all aspects of shipping and items in and out of store to partners, repair centre, clients before during and after service completion
• Prioritising workloads as demands change across the operating window - liaising FOH management as necessary to create understanding and balance of support
• Gather information on product to share with Quality Team to improve our products
• Be available for FOH cover to pick up walk-in requests throughout the day
• Organise self for appointments booked through appointment system on .com - prepare necessary tools e.g. Bag Restore, review client profile to gain understanding of them, retrieve any items from storage as appropriate
• Communication with store teams during briefings to highlight what Aftercare appointments are coming in - partner with Client Advisors to support with sales of new collection whilst Aftercare is being conducted
• Handle complaints around Aftercare with ease - pulling on support where necessary for escalated cases
• Support of new Aftercare initiatives as rolled out across region to ensure store teams have awareness of positive impact of these on client experience
• Perform as a team player, building and maintaining relationships with store and global colleague

• 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 in personal appearance, manner, and demeanour.

• Achievement of Service levels and sensational Customer service.
• Achievement of Productivity targets.
• Achievement of Customer Experience target.
• Brand awareness and product expert.

Burberry