The Role:
Deliver a professional, seamless, and proactive service for customers using the Lifetime Service Centre. Ensure items for repair and the Mulberry Exchange are processed and resolved in accordance with department processes and procedures.
Embody the Mulberry Mindset ethos of ‘experience over everything’ ensuring that all tasks are completed meeting departmental targets and reflecting the integrity of the brand.
Duties & Responsibilities:
− Ensure all incoming items for repair or the Mulberry Exchange are processed and booked in accurately to meet the department targets.
− Identify the item that has been returned and ensure that the the necessary work that is required and is recognized and all necessary paperwork is completed.
− Provide clear and concise communication to all Mulberry customers sharing the quotation for the item, outlay the lead-time and address any questions or concerns they may have no matter the origin.
− Be aware of the department targets to ensure they are met or exceeded consistently.
− Move items across the department ensuring they are stored securely and easily identifiable.
− Actively work to provide expert recommendations and discuss alternative options or services with customers.
− Establish and maintain strong working relationships with key stakeholders to ensure that all customer interactions are memorable, and the department drives customer satisfaction.
− Process exchanges and credit internal accounts for items that are processed under warranty guidelines.
− Take payments for the work completed and correctly support the despatch the item to the relevant customer or store.
− Identify and highlight any trends and report them accurately to the Aftercare Leader.
− Support the Aftercare Inbound & Outbound Coordinator as and when required.
− Always strive to achieve positive outcomes with a solution-driven mindset.
− Always drive the Mulberry Mindset ethos.
− Drive innovation within the department.
Skills and Knowledge Required:
− Ability to understanding and identify items understanding the route they need to follow.
− Effective communication skills – verbal and written.
− Ability to prioritise and be flexible depending on the needs of the department
− Be resilient and able to stay calm. Maintain a friendly and positive can-do attitude.
− Ability to work to targets, meet them and support the department to exceed them.
− Be confident in dealing customer queries no matter the enquiry origin.
− Motivated to deliver a memorable experience to all customers
− Enjoys being part of a team.
− Ability and desire to drive your own learning and maintain a good understanding of Mulberry products, current and previous seasons as well as the Lifetime Service Centre as a whole.
Culture:
− Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
− Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
− Act as an ambassador for Mulberry and communicate positively about the brand.
Sustainability:
− As a certified B Corp business, it is important to incorporate environmentally responsible practices into your work wherever possible. Support the businesses ‘Five C’s’ strategy in addressing and improving Climate, Cultivation, Craft, Culture and Circularity. Promote a greener, more sustainable future.
− Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities.