Customer Services Administrator (Wine Jobs: Management & Administration)

This is a full-time permanent role & we are looking to recruit immediately.

Primary duties & 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. 

We are looking for the following skills & knowledge:

• 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.

Hours: 9am - 6pm Monday to Friday

Benefits include: holiday entitlement of 28 days inclusive of bank holidays, 15% staff discount, childcare vouchers, pension scheme, free car parking, life assurance, access to events.

Ideally, you will reside within an easily commutable distance from our head office in Park Royal, North West London, as the role is based here.

This is an excellent opportunity for you to join this progressive, innovative company, please send in your CV and covering letter stating your suitability for the role.

Only successful applicants will be contacted.