CUSTOMER SERVICES ADMINISTRATOR (Wine Jobs: Management & Administration)

  Speciality Drinks Ltd

  London, England

Overall objective of role

To provide excellent customer service standards, maintaining high customer satisfaction at all times.

To act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Primary Duties and Responsibilities

• manage high volume of incoming calls from customers within agreed time scales
• identify and assess customer needs to ensure satisfaction on orders placed
• liaising with courier companies where service level agreements (SLA’s) have not been met
• deal with issues relating to damaged products, incorrect orders as well as delayed or lost packages
• advise and request instruction for all out of stock items
• follow up on payment issues
• provide accurate, valid and complete information by using the right methods/tools

• handle complaints, provide appropriate solutions and alternatives within agreed time scales, ensure complaints are managed through to resolution
• assist customers on selecting products most appropriate to their needs & occasion
• upsell products where possible
• manage customer contact through the medium of telephone calls, electronically and face to face
• provide pricing and delivery information in a clear and accurate manner
• perform customer verifications
• record details of inquiries, comments and complaints, recording details of actions taken and ensure reporting of any issues to the Team Leader
• ensure necessary and timely communication and co-ordination of customer requirements is dealt with via internal departments.
• follow up on customer reviews through Trustpilot and Google review sites.

Key skills and knowledge:

Essential

• confident telephone manner
• excellent verbal and written communication skills
• previous experience of working as part of team in a busy customer service environment
• demonstrate a tenacious, pragmatic approach to problem solving
• ability to remain calm under pressure, remaining professional at all times
• demonstrate a proactive and ‘can do attitude’
• friendly and tactful personality
• ability to handle complaints and deal with irate customers
• planning and organising own work load
• accurate and detail conscious
• excellent IT skills including Excel and Microsoft packages.

Desirable:

• experience of using a CMS/ERP system, (Defacto)
• spirits, drinks background or knowledge of the drinks industry would be advantageous.