Aftersales Coordinator

at  Burberry

JOB PURPOSE

Reporting to the Senior Global Aftersales Manager the Aftercare Coordinator is responsible for providing Burberry customers with a unique, luxury experience while managing end to end customer enquiries on a range of aftercare experiences.
The role will cover all aspects of repair management, assessment of repairs and providing updates throughout the process. You will work closely with the Instore Aftersales teams, Retail, the Repair centre and the quality & Merchandising teams.

RESPONSIBILITIES

• Manage and co-ordinate all aftercare services across various global locations, ensuring that all issues are addressed in a timely and effective manner.
• Manage aftersales end-to-end customer enquiries and cases via phone, e-mail and messaging.
• Identifying and resolving quality issues through effective communication and collaboration with stakeholders(quality team, merchandise, Retail)
• Be the human face of the Burberry aftersales service experience, connecting with stakeholders across the business to fulfil every customer need.
• Spare parts stock management & creation
• Run the weekly & Fortnight Aftercare local/regional meeting and management of follow-up actions
• Coordinate larger scale returns for quality-related reasons across the business
• Maintain a strong relationship with repair companies, providing them with the tools to enhance customer service levels. Understand any technical challenges they may face with repairs and in managing the components and leather skins they stock. Monitor component ordering, turnaround times, and quality.
• Customer Service – providing support on how to resolve or answer client queries, reporting of issues and client complaints.
• Deliver training to the retail team , customer service and repair centres.
• Develop and maintain expert standards of product knowledge. All quality issue information to be shared as appropriate within the Retail team and relevant Head Office departments
• Demonstrate passion for the brand and expert product knowledge and through questioning and storytelling excite and inspire customers to experience the style, look and quality of Burberry products.
• Identify and address opportunities relating to aftercare and customer satisfaction.