Concierge Consultant (Customer Service & Experiences)

Job Description

A bit about the role

As a Concierge Consultant you will:

Act as the first point of contact for customers
Work on the shopfloor, supporting the Deputy Head Concierge
Deliver an extraordinary experience for all customers
Be curious to identify customer needs and consistently meet these expectations and use spontaneity to offer an experience above and beyond
Handle customer complaints effectively yet compassionately knowing when to refer them to an appropriate member of the Management Team
Share expert knowledge and passion of other areas within Selfridges to customers and colleagues
Make, tell and share stories

A bit about you

Engage clearly, Confidently and professionally with all customer, team members and managers.
Become an ambassador for the Selfridges brand through networking and developing professional relationships with the wider retail community
Be customer centric and excellent in delivering world class service
Have the ability to be flexible when it comes to meeting customer demands – ensuring that each customer is given a bespoke shopping experience
Go over and above to exceed customer expectations at every opportunity, taking the initiative to provide additional services when appropriate
Understand and demonstrate international etiquette to cater for every client and reflect behaviours accordingly
Provide feedback from customers to the wider team to ensure increased service levels