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Meet Bavneet - Customer Service Team Leader

Bavneet, Customer Service Team Leader talks to us about her role and how her team contributes to delivering an exceptional experience to our customers...

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

The purpose of my role is to ensure our customers are receiving an exceptional customer experience. We ensure we create amazing WOW moments,  we resolve complaints and answer queries in a timely manner. I currently manage, train and coach a team of advisers to achieve this. 

What are the most challenging aspects of your role?

Ensuring business stakeholders understand the importance of the customer experience, to ensure the journey of the customer is always kept in mind. Our customers expect the highest standards from Harrods, therefore it's important to make educated changes with the customer in mind.

How would you describe what you need to be successful in your job?

Being customer focused, all decisions we make are in their interest. Followed by organisation skills. Team management, making sure everyone has the correct tools, support, and coaching for their roles.  Lastly, resilience, if dealing with upset and disappointed customers, you need resilience and composure to handle any situation. 

Why would anyone want to work in your team?

One of the most rewarding parts of the job is to see customers walking away with an unforgettable memory that you have in some way helped create. We are the eyes and the ears of our customers, we provide the wider business feedback based on what our customers are saying. Changes are made with this information. Therefore, we shape the path for enhancements to our customer’s journey.

What has been your best moment since joining Harrods?

When I was promoted from an adviser to a Team Leader. I started off as a temp, then took on a permanent position and then promoted within a year. There are endless opportunities at Harrods in terms of career progression. 

Why Harrods?

The real question, why not Harrods? The brand is recognised internationally. We have a supportive Learning & Development team, who are always there to help. Therefore, your development here is never-ending. 

Would you like to be part of the Customer Service Team? Apply here!
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