Private Clients Customer Service

7 months ago


Warrington, United Kingdom Honest Grapes Ltd Full time

Daily tasks include:

- Dealing with both inbound and outbound contacts via written, electronic, and verbal communication with our customers to ensure we maintain our high standards of service.
- Passing on customer queries to sales team/other team members
- Processing orders, including both Duty-Paid and In-Bond orders.
- Working with the logistics team to ensure orders are dispatched on time and any issues are identified and resolved
- Continually monitoring performance on behalf of the customers against formal and informal SLAs and taking action to prevent and correct non-performance
- Development and deliver monthly customer service KPI reports to senior management, with actionable items for continuous improvement.
- Proactively managing issues and risks to avoid customer complaints, and escalations
- Working with others in the team to improve quality across the company
- Conducting service reviews and delivering service reporting
- Maintaining and developing customer relationships
- Dealing with couriers and shipping agents
- Tracking orders to ensure deliveries are made
- Managing customer-related projects

You will have:

- A track record of driving customer success, while fostering and driving a culture of customer-centricity.
- Excellent organising and time management skills.
- A hands-on approach and willingness to get involved
- Proven success in working to Service or Experience Level Agreements ideally within a Service Delivery organisation.
- Wine Knowledge (desirable)
- Good understanding and use of Microsoft Office Applications

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

Pay: £25,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person



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