Customer Service Consultant
Job Introduction
As a Customer Service Consultant, you will be the expert for all things Selfridges and the go-to person to help our customers with their queries. Fully knowledgeable and understanding of everything about our Digital business, whilst supporting our stores with resolving complaints and those escalated to our Exec partners. You’ll have the opportunity to support in delivering projects within the contact centre, whilst ensuring all internal processes provide an excellent customer experience.
As a Customer Service Consultant you will:
1. Be a Selfridges expert, positively and proactively supporting the contact centre with complex queries and store management with digital queries
2. Resolve complex customer queries and complaints with professionalism and a desire to exceed expectations at every opportunity; going above and beyond to inspire and delight
3. Work closely with other team members across the digital business to support in the delivery of new projects, products and services. This includes but not limited to Digital Trading, Buying and Merchandising, IT Service Desk, Supply Chain and Change teams, ensuring that our customers are at the heart of our decision making
4. Provide training to support in the roll out of said projects, products and services as required to ensure the team within the contact centre are well informed to support customer queries
5. Adapt to the challenges that vary from day to day. A flexible role, you will be required to work on different projects to support our customers needs across all touch points
6. Provide training and ongoing support as we roll out our Store Support service within our stores to provide a more seamless store enquiry process
A bit about you
How you’ll do it…you will be:
7. A great communicator. You will be able to positively engage with all different types of customers (domestic and international) with varying needs and requirements
8. Well informed. Remaining continuously updated as to the digital and store service proposition in order to be able to share the right information
9. Known to be a sales and service expert. You’ll need to use these skills to deliver the extraordinary each and every time and take the initiative to provide additional services where appropriate
10. Collaborative. You’ll work closely with team members to stay updated of key changes to digital and store information and work together where required to exceed customer needs
11. Approachable. Providing our customers with warm and friendly interactions
12. A proud shopkeeper. You’ll celebrate everything about Selfridges and be keen to use this enthusiasm to engage and excite our customers
13. Problem solving skills. You’ll go above and beyond to resolve issues for our customers and be able to adapt your approach to each individual customer
14. An example of our values, a trusted and respected colleague
Selfridges