Customer Service Advisor

Our Customer Service Advisors deliver the highest levels of service and bespoke experiences for all Harrods customers, whether they are returning an item, giving feedback or need assistance. The team support all face to face customer enquiries, assisting customers in a personal manner, protecting our reputation, sharing knowledge about our products, services, and the history and heritage of Harrods.

About The Role 

You will be part of our in store Customer Service team based on the 3rd floor of our iconic Harrods building. Their mission is to be a world-class, service-focused team that surprises and delights customers and increases their loyalty to Harrods. Within the role, you will take ownership and resolve queries in line with Harrods policies and values, work collaboratively across teams to get the right solution for the customer within the shortest possible timeframe. You will aim to resolve queries on the first contact, minimise future contacts and simplify processes for the benefit of the customer and for the business.

Everything the team does is about seamlessly supporting the customer's needs at any given point during their multi-channel journey to ensure we keep exceeding their expectations and keep reflecting our luxury brand. In person help is provided by working together and going the extra mile to deliver an exceptional experience for every visitor shopping with Harrods.

This role is fully on site, working 5 out of the 7 days a week.

Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.

About You

To be successful within this role, we are looking for experience within a Customer Service or customer facing role, where you have built an understanding of customer expectations in a luxury environment. You will be self motivated with the ability to handle multiple and varied tasks, be collaborative to build relationships with the team and stakeholders across the business, and be resilient and adaptable to your audience and environment.

With your friendly and welcoming manner, you are able to confidently resolve issues or queries that customers raise with you. You are a team player who takes initiative and strives to exceed customers’ expectations. You will have good communication and organisational skills, and display knowledge of different systems such as Microsoft Office.

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

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. 

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