Burberry Customer Service Consultant

About Burberry

Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.

Burberry seeks a Customer Service Consultant to deliver world-class luxury customer service as the human face of the digital brand experience. This temporary position through February 2027 requires expertise in handling customer inquiries across phone, live chat, and email, with demonstrated ability to resolve issues through personalized solutions that enhance brand loyalty. The role demands passionate brand advocacy combined with specialist product knowledge to cultivate customer relationships and drive sales revenue.

Role & Responsibilities

• Deliver world-class, luxury customer service by taking ownership of each customer journey and resolving cases through accurate, personalized solutions
• Serve as the human face of the digital Burberry customer experience, connecting across the business to fulfil every customer need
• Demonstrate passion for the brand and expert product knowledge to encourage customers to personally experience Burberry's style, quality, and design
• Use empathy and intuition to anticipate and understand customer needs, persevering to resolve service or product-related issues with specialist after-sales knowledge
• Cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue through enthusiastic brand advocacy
• Handle customer interactions expertly via phone, live chat, and email, including direct customer contact, flagship store calls, and internal colleague support
• Contribute to efficient contact centre operations and play a key role in achieving departmental service level targets
• Record customer details accurately using both computer-based and paper-based systems, ensuring relevant administration is completed and distributed appropriately
• Operate in accordance with Burberry's approved policies, processes, and company procedures to minimize loss
• Carry out additional duties as directed by management

Qualifications

• Excellent verbal and written English language communication skills
• Fluency in at least one additional language: French, German, Spanish, Portuguese, Russian, or Mandarin
• Demonstrable experience in front-line customer service, ideally within a contact centre environment
• Genuine passion for delivering world-class customer service
• Strong problem-solving capability
• Excellent organizational and multitasking abilities
• Availability to work flexible shifts

Skills

Experience

Demonstrable experience in a front-line customer service role, ideally within a contact centre environment. Proven track record of delivering sensational customer experiences and resolving complex service or product-related issues.

Education

Not specified; secondary education or equivalent assumed as standard for customer service roles

Workplace

Culture

Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.