In Store Product Specialist

Job Introduction

As In Store Product Specialist, you will be the subject matter expert and true ambassador for our exceptional brands housed in our stores. You will be the expert for all things Selfridges and the go-to person to help our customers with their queries. Fully knowledgeable and understanding of everything about the store, product, latest events, experiences and services. Understanding of our brand’s story and heritage, it is your job, to grow our customer base and business, and in doing so to deliver premium customer service that only Selfridges can offer, whilst maintaining the highest level of retail and professional standards.

As an In Store Product Specialist you will:

• Handle customer calls relating to product and services enquiries in an elevated manner, taking the opportunity to extend the customer journey through opting a customer into our database and suggesting appointments for our customers to further build relationships
• Engage with our customers in real time conversations using a live chat function to assist with product and service enquiries, aiming to resolve all cases within 24hrs
• Demonstrate an authentic and passionate understanding of our brands, the product and the competition
• Building relationships is one of your strengths. Whether it’s with your team to drive performance, your brand partners to initiate positive change, or with the wider Selfridges community, you realise the importance on working together and collaborating flexibly as part of a wider team
• You are adaptable. Prioritising is one of your skills, you know how to keep calm and you remain focused on your customer & their individual needs during periods of change and uncertainty
• Interacts and is curious with customers & acts as role model for extraordinary service, you will own the customer experience from the initial query right through to resolution, embodying full customer ownership
• Deliver exceptional service to our customers by sharing product knowledge, creating a memorable experience for our customers
• Known to be a sales and service expert. You’ll use these skills to deliver the extraordinary each and every time and take the initiative to provide additional services where appropriate
• Resolve customer queries with professionalism and a desire to exceed expectations at every opportunity; going above and beyond to inspire and delight
• Work closely with other team members to ensure a seamless customer experience and support the broader Services team where required elsewhere within the Store
• Assists customers in a branded, friendly, proactive, and efficient manner with appropriate follow-up as necessary.
• Meets and greets customers if required and provides outstanding customer service to all guests, clients, and visitors of Selfridges.
• Maintains a positive and professional relationship with all brand representatives and Selfridges teams
• Knows all essential aspects of our store’s operations.
• Builds and maintains an extensive knowledge base of product, brands & store services
• Facilitates correspondence with customers: via email, WhatsApp, phone, and in person.
• Flex to the needs and requirements of the business as and when required, resulting in adoption of new activity and ways of working as we continually innovate and expand our Selfridges offering 

A bit about you

• Have a reliable and professional “can do” attitude
• Strong verbal and written communication skills
• True passion to satisfy the needs of others in a fast-paced environment
• Ability to interact with all customers effectively with tact, diplomacy, and discretion
• Strong follow through skills
• Experience of using various systems within a retail or service environment would be beneficial, for example: Salesforce, Call Handling, Prommt, JRNI & Microsoft Office Software (training available)
• Knowledge of luxury brands and passion/interest in fashion & lifestyle retail is desirable 

Selfridges