Customer Relations Advisor

6 days ago

Tonbridge, United Kingdom Master of Malt Full time

**We’re looking for friendly, hardworking drinks-lovers to join our Customer Service team You'll manage and respond to customer queries via various channels; processing and handling logístical demands of customer orders as they arise.**

**Who we are**

Master of Malt is a leading online drinks retailer, with a particular passion for whisky, gin, rum and other premium spirits. Where our true passion lies though, is in delivering extraordinary drinks experiences. This is less about flogging bottles and more about the process; how we aid learning and discovery... It’s about connecting people with every drinks-related experience that can be conceived of, in the most delightful way imaginable.

**What do we value?**

We don’t know exactly what the future looks like, but we do know that we have a mission - to create unexpected delight as we help people explore, buy, and enjoy drinks more.
- Humanism for the win We're all about relationships over prescribed processes, it's how we innovate and move quickly. You'll deliver a person-centred, dynamic customer service built around Integrity & Respect.
- Give a sh*t A passion for not only what we do but how we do it - going above and beyond for customers and creating a delightfully enjoyable experience for them.
- Live in Reality. Carve your own path. We're focused on fluidity in our roles, which enables us to encourage growth and movement within our teams of Atom'ers. We don't map out a dictated career pathway for you to follow, we instead respect individuals who embrace complexity and want to explore their capabilities and progress within - by offering unlimited potential.
- Strive for greatness. Be accountable, raise the roof, not the floor. You'll be at the forefront of our Customer Relationships and make a real impact here.
**Can you create insanely delightful experiences for our customers?**

You'll be a pivotal part of Atom, providing an outstanding customer service experience to every client, via the phone and web. Resolving customer queries and complaints in a prompt and professional manner will also be a key part of your role. Some of your other responsibilities will be to:

- Process customer orders and pass to Fulfilment team
- Identify any errors or anything suspicious and resolve these matters as quickly and seamlessly as possible to avoid any hassle to the customer
- Liaise direct with couriers to resolve any logístical issues
- Work closely with and support other departments as required
- Provide product guidance to customers, including making suggestions and recommendations regarding our full range of products
- Make rational, consistent decisions regarding discounts and refunds according to the customer’s situation
**So what'll stand you in good stead for the role?**

Customer service telephone experience is important, ideally within Drinks or FMCG but we can be flexible for the right person and passion. You'll have impeccable English language skills (both written and spoken) and an ability to manage and adapt to calls from a wide range of customers in a short space of time - for example, retail, trade and other businesses. Other traits which we're looking for are;
- Highly disciplined, organised, self-motivated, and service delivery focused
- A positive, enthusiastic and reliable team player
- Empathetic; can build a great rapport via the full range of media
- Confident in your decision making and a juggler of many things (or multi-tasker / wearer of many hats)
- Tech savvy, you'll be working across multiple systems and will need to be a whizz at them all
**Hybrid working**: 1-3 days a week in our Tonbridge office (depending on your shift pattern), otherwise work from home.

**Working hours**: Monday - Friday 8 hours a day and one weekend a month, with a weekly rotating shift pattern where your hours could be (rotational): 6am - 2.30pm, 8am - 4.30pm, 9am - 5.30pm or 11.30am - 8pm.
- We're open every day of the year so you'll also need to work some bank holidays too, again on a rotational basis.

**This sounds like a bit of me, what do I get in return?**

It’s a fair question in a really competitive market for great talent

We’re all about boundless curiosity, so you’ll discover loads of opportunities to spark your creative flair and work along-side unreal talent who all have the same job description, to ‘Make Atom Successful.’ Trust is at the epicentre of all that we can do, so you’ll work in a transparent and honest environment where we have each other’s backs, and be free of aging corporate policies and rules.

Life here’s about so much more than pay and benefits - you might get a slightly higher salary if you cram onto an expensive, crowded commuter train into the city, but you’ll struggle to find a company with the flex, agility and unique-ness that we have. In short, we’ve got you covered financially but if money is your main driver, we’re not for you.

We hate waste in all of it’s forms and time is no differ

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