Customer Relations Advisor

Customer Relations Advisor The Customer Relations team are looking for a Customer Relations Advisor to join the team. This role specialises in managing complex customer issues and delivering an exceptional service and bespoke experience for Harrods customers. This role is a 12 months maternity cover, working Monday-Friday across our Hammersmith Headquarters and Harrods store in Knightsbridge.
About the Role This role gives you the opportunity to work as part of a team while using your own initiative, restoring customer faith in Harrods by managing queries and issues while sustaining our brand as the pinnacle of luxury and best in class for Customer Service.
About You You will have excellent communication skills and be confident exercising their judgement to identify the right resolution and then using your influence to guide business stakeholders in giving their commitment and agreement to deliver the needed outcome to customers. You’ll also need:

• To have excellent verbal and written communication skills.
• To seek opportunities to retain customer loyalty and create memorable experiences.
• To be able to build relationships and work collaboratively across different areas of the business to consistently get the right solution for the customer within the shortest possible timeframe.
• To accurately capture the reasons for contact and escalation, feeding back to other business area management when trends occur.
• To provide aftercare service for Furniture, Nursery Furniture and Technology issues, being the point of contact, co-ordinating a resolution between the brand, Retail team and customer.

About Us
Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.
Our Promise to You Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.
Uniquely You At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods. Additional Information: Time Type: Fixed Term (Fixed Term) Department: Customer Relations Team (Hannah Pass)