Customer Service Consultant (Las Vegas, Nevada (US-NV), US)

Position Overview

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. 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.

Through your passion for the Burberry brand and expert product knowledge, you will provide a personalised, sensational experience for our global customers.

Location: Las Vegas, Nevada, USA

Key Responsibilities

• Delivering World Class, Luxury Customer Service.
• As the Customer Service Consultant you are the human face of the digital Burberry customer experience, connecting across the business to fulfil every customer need.
• Take ownership of each customer journey, resolving cases through accurate, appropriate and personalised solutions that enhance brand loyalty.
• Demonstrate passion for the brand and expert product knowledge to encourage customers to experience the style, look and quality of Burberry products.
• Use empathy and intuition to anticipate and understand customers' needs, and resolve service or product related issues with specialist after-sales knowledge.
• Advocate for the brand by cultivating relationships that enhance loyalty and contribute to increased sales revenue.
• Handle customer enquiries via phone, live chat, and email, including direct contact from customers, calls for flagship stores, and internal colleagues.
• Contribute to the efficient running of the customer service department and help achieve contact centre service level targets.
• Utilise a range of systems and digital tools to complete and distribute administration in line with departmental ways of working.
• Accurately record customer details using computer-based and paper-based systems where necessary.
• Operate in accordance with Burberry's approved policies and processes, and follow company procedures to minimise loss.
• Carry out any additional duties as directed by the management team.

Required Qualifications

• Excellent verbal and written English language communication skills, with proficiency in one or more additional languages such as French, German, Spanish, Portuguese, Russian, or Mandarin.
• 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.
• Passion for delivering a sensational customer experience and ability to work collaboratively.
• Strong problem solving capability combined with excellent verbal and written communication skills.
• Ability to work as a team player, being robust, confident, and organised while managing multiple tasks.
• Flexibility to work varied shifts and a proactive approach demonstrated through initiative and a positive attitude.

Benefits & Perks

• Burberry is an Equal Opportunities Employer and recruits solely on the basis of skills and experience.