Customer Service Consultant


This individual will be highly motivated with excellent telephone manner & interpersonal skills, with the objective of delivering exemplary service through proactive & reactive, personalised experiences. They will be capable of identifying, understanding & addressing customers needs & delivering enriching experiences, building (or rebuilding) customer loyalty & advocacy. They will adapt to evolving priorities, be highly skilled with objection handling, problem solving & time management skills.


  • Responding to all customer interactions handled over the phone, by email, social media platforms, by post, within the agreed SLA and in a professional manner, adhering to the businesses tone of voice standards.
  • Supporting Digital Sales channels by providing consumers with product advice – recommendations, usage & benefit, details of promotions and new launches. Cross and up-selling where appropriate. Handling and processing consumer payments, and refunds & returns(where applicable).
  • Awareness of competitor activity and innovation with potential to translate this into our business to enhance customer journey/ experience.
  • Maintaining and updating customer records using the CRM tools in line with GDPR compliance.
  • Innovative in suggestions around proactive customer care and implementation of new processes.
  • Flexibility in project assignment works to support new initiatives of the Customer Experience team and shared deliverables.


  • Educated to GCSE & A-Level as a minimum (or equivalent)
  • Previous experience in a customer service environment, preferably within the luxury retail sector(desirable).
  • Complaints resolution, fluent in telephone & written communication, objections handling, proactive customer care
  • Sales experience desirable
  • technical proficiency in ecommerce,Microsoft applications, social media, SAP desirable
  • Multi-lingual (desirable)