Customer Services Team Leader
(Wine Jobs:
Management & Administration)
Full Time
Speciality Drinks Ltd
London,
England
Overall objective of role
Responsible for providing quality and efficient customer service to customers through the daily management of a team of customer service administrators.
Supervising, guiding and motivating the team so the business can run smoothly, you’ll organise and delegate their workload as well as monitoring them to make sure the tasks are completed correctly and within the time scale allocated.
Due to business requirements, it is expected that the role holder will need to have a high degree of flexibility in order to meet the demands of the role. Therefore, it may be necessary to work out of normal working hours due to the nature of the projects, and in order to meet the necessary demands of our client base. The role holder must be able to adjust to a broad and fluid set of tasks as requirements change in this progressive company.
Working relationships
Warehouse
Buying Team
Finance
Couriers
SDL Group
Primary duties and responsibilities
- Motivate and develop the team to provide excellent customer service.
- Undertake all induction training to include telephone training, email and letter etiquette and IT/systems training.
- Make initial judgements on customer complaints, escalating to Operations Manager when required, responding to all complaints via email.
- Develop staff in both process and product knowledge.
- Conduct performance appraisals and manage ongoing performance of the team.
- Manage high volume of incoming calls from customers within agreed timescales.
- Manage customer contact through the medium of telephone calls, electronically and face to face.
- Identify and assess customer needs to ensure satisfaction on orders placed.
- Liaise with courier companies where service level agreements (SLAs) have not been met.
- Manage issues relating to damaged products, incorrect orders as well as delayed or lost packages.
- Advise and request instruction for all out-of-stock items, relay delays and timescales of when stock is expected to customers as well as offer suitable alternatives where necessary.
- Follow up on payment issues.
- Provide accurate, valid and complete information by using the right methods/tools.
- Assist customers on selecting products most appropriate to their needs and occasion.
- Upsell products where possible.
- Provide pricing and delivery information in a clear and accurate manner.
- Perform customer verifications to avoid fraudulent activity.
- Instil Customer Service Administrators to log details of any form of communication between the customer and the team, detailing any events on the Customer Management Service (CMS). As such, allowing any member of the team to pick up and handle a customer’s query better from the trail of events logged.
- Ensure necessary, 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 within 24 hours or the next working day.
Key skills and knowledge:
Essential
- Management of a customer service team.
- Experienced in customer service – good telephone manner and customer interaction.
- Excellent English, verbal and written communication skills.
- Ability to communicate well in a team.
- 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 workload.
- Attention to detail.
- Proficiency in Microsoft Office Suite, Outlook, Excel, Word.
Desirable
- Experience of using a CMS/ERP system (De Facto).
- Spirits, drinks background or a good working knowledge of the alcohol industry.
