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Customer Experience Executive

3 months ago

London, Greater London, United Kingdom Diageo Full time
Fine Wine Customer Relationship Executive page is loaded Fine Wine Customer Relationship Executive
Apply locations London, England time type Full time posted on Posted Today job requisition id JR Job Description :
Fine Wine Customer Relationship Executive
Strong wine knowledge is a must
Justerini & Brooks is a fine wine and spirits merchant founded in St. James's in 1749, originally to provide wine and spirits to the aristocratic households of London.

We are currently recruiting for a Customer Relationship Executive based in London, reporting to the Customer Relationship Manager for the Justerini & Brooks side of our business.

In this role, you will be responsible for ensuring that outstanding customer service is consistently delivered to both private clients and on trade customers by taking complete ownership of all inbound enquiries and pro-actively working towards their timely and efficient resolution, and to support the private client sales team, the on trade sales team and the Hong Kong private client sales team.

Respond to incoming calls, emails and web enquiries from customers such as general enquiries relating to Justerini & Brooks products and services, complaint handling, wine advice and new order requests.

Take ownership of the customer enquiry, increase, follow up and fully resolve any complaints to a consistently high standard.

Assist customers with their requests for wine/spirits, processing their orders and any other instructions accordingly.

Handle general customer queries and provide accurate advice in line with Justerini & Brooks service offerings such as Events/Cellarers.

Provide administrative, service and sales support for other internal teams.
Experience of working within a fast-paced B2C Customer Service/Contact Centre environment, ideally within a luxury goods industry
Excellent telephone manner and communications skills
Computer literate with experience of all main Microsoft office packages
Wine knowledge
Experience working on Salesforce or other case management solutions.
Confident working on own initiative, but equally at home working with and alongside others within the team
A flexible approach to working hours and performing other tasks as the need arises

This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base.

We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location.

With over 200 brands sold in more than 180 countries, we're the world's leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we're building are rooted in culture and local communities.

Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry.

With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Just bring your ambition, curiosity and ideas, and we'll celebrate your work and help you reach your fullest potential.