Customer Support Agent

5 months ago

Wembley, United Kingdom DrinkSupermarket.com LTD Full time

**Company description**

**Job description**

Due to the continued success and fast growth, we now have a Customer Support vacancy, based at our Wembley depot.

You will have the opportunity to be involved in the progression of the customer services procedures and processes, and in time will have the potential to lead the team as it grows with the business.

Customer Service Representatives are responsible for first-line support to all our customers across the world. They provide a high standard of customer care to all clients who contact the Helpdesk, by advising them on issues with payment, order status updates, late deliveries, damages, and escalating when and if needed.

Taking ownership of our customers experience, and enhancing it at every opportunity, we’ll need you to ask all the right questions, do some quick thinking and be determined to provide customers with a high level of service. You will be able to advise customers what we’ll be doing to remedy the situation. This means we'll be expecting you to deliver a simple, reliable and personal service that not only meets some pretty high expectations but ensures any issues are resolved as quickly as possible.

**RESPONSIBILITIES**
- To take responsibility for all first-line calls assigned, and follow them through to resolution
- To assist customers with order related issues including helping them to place orders.
- To liaise with the Office Administrators and Warehouse Team to communicate issues and escalations to Senior Team Members
- To liaise with the Office Administrators and Warehouse Team to communicate issues
- To manage returns including breakages and subsequent remedial actions
- To compile reports on a daily or weekly basis, as and when required within the team.
- To present yourself in a professional manner and maintain good relationships with clients and other staff members at all times

**ESSENTIAL SKILLS / EXPERIENCE**:

- Minimum 2 years previous experience in telephone-based customer service and telesales.
- Friendly and articulate, with clear verbal communication skills
- Strong written communication skills & call logging experience
- A customer-focused mentality and helpful telephone manner
- An active interest in the products and services we provide
- Outstanding punctuality, dependability and reliability

**DESIRABLE SKILLS / EXPERIENCE**:

- Previous experience in a technical support, helpdesk, or call centre environment
- Experience in working within an online e-commerce business would be a bonus
- Experience working in the drinks industry is highly beneficial
- Previous experience of using a call logging database

Work Remotely
- No

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee discount

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Performance bonus

COVID-19 considerations:
Customers and operations staff must wear masks; Regular cleaning; hand sanitisers for all employees; preferred if you are vaccinated.

**Education**:

- Certificate of Higher Education (required)

**Experience**:

- customer service: 2 years (required)

Work Location: In person

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