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Customer Services Administrator - TWE

Brent, London
Job Type
2 Sep 2022
Customer Services Administrator Contracted Hours: Monday to Friday 9am 6pm This equates to a 40 hour working week (Flexible to work Saturdays & Sundays) Salary Competitive, based on skills and experience. Overview of Speciality Drinks Group Speciality Drinks is a fast-growing and world-renowned international spirits company. Founded in 1999 we were one of the first multi-channel, multi-market global drinks distributors and remain leaders in our field. We re looking for bright, motivated, passionate and driven people who share our passion for excellence, innovation and delivering great customer service. In return we can offer an exciting, fastmoving, varied environment with great opportunities to develop your career. Overall objective of role To provide exceptional customer service standards, maintaining high customersatisfaction 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. Due to business requirements, it is expected the role holder to have a high degree of flexibility in order to meet the demands of the role. 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 • Supply Chain • Marketing • Finance • Couriers • SDL Group 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 Line Manager. • ensure necessary and timely communication and co-ordination of customer requirements is dealt with via internal departments 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. A training plan will encompass the following to ensure effectiveness of the employee if not already possessed and verified or experienced in: • other in-house systems • manual handling Health & Safety responsibilities: • Act in accordance with the relevant Health & Safety policies and procedures, adhering to legislative compliance and company requirements
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  • Job Reference: 702531124-2
  • Date Posted: 2 September 2022
  • Recruiter: The Whisky Exchange
    The Whisky Exchange
  • Location: Brent, London
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent