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Meet Alice - Customer Loyalty Adviser

Alice loves working in Customer Loyalty and she shares with us how her role and her team contribute to delivering exceptional customer service.

What's your role and how do you contribute to the business?

I am a Customer Loyalty Adviser within the First Resolution Team. My role requires assisting Harrods customers with enquiries and providing an exceptional experience to our customers by providing a solution to these within 24 hours. We communicate with our customers on a daily basis via telephone, email and Social Media. 

What are the most challenging aspects of your role?

The most challenging aspect of my role is juggling the workload and prioritising customer cases. I have an inbox of customer queries to attend to, whilst also answering the phone. Managing the two as efficiently as possible is challenging but an extremely important part of the role. 

Use 3 words to describe what you need to be successful in your job?

Clear communication skills, a cohesive written communication style, as well as a strong telephone manner is vital when dealing with both enquiries and complaints.

Why would anyone want to work in your team?

Because there is never a dull day! Our work is full of variety due to the number of different platforms that we use to communicate with our customers. There is also such wide range of customer enquiries that you are always providing new solutions and facing new challenges.

" Harrods is a thriving business full of opportunity and variety."

What has been your best moment since joining Harrods?

My best moment was receiving a letter of thanks from a customer who I had previously assisted. Knowing that you have provided someone with the luxury service that Harrods prides itself upon, is an incredibly rewarding part of the role.

Why Harrods?

Because Harrods is a thriving business full of opportunity and variety. I am lucky enough to be exposed to numerous aspects of the business, whether it be a department in the store or one of the many teams that help to maintain and develop our online website.

Ready to start your Customer Loyalty career journey with us? Apply here

 

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