Job Title: Customer Service Advisor (Fixed-term contract)
Reporting To: Customer Service Team Leader
Location: Basingstoke
Berry Bros. & Rudd is 326 years old, but we never stand still. As the world's best and most trusted fine wine and spirits merchant, we are committed to helping our customers drink better, now and in the future. A career at Berry Bros. & Rudd is a unique and rewarding experience, combining the rich background of centuries of history with a modern family-owned culture, built on ambitious plans and with people at its heart.
The job in a nutshell
We are currently recruiting for Customer Service Advisors based in Basingstoke on a fixed-term basis starting from September to 10th of January 2025. Potentially, this could be extended, reporting to the Customer Services Team Leader.
In this role, you will be responsible for ensuring that outstanding customer service is consistently delivered to both external and internal customers by taking complete ownership of all inbound enquiries and pro-actively working towards their timely and efficient resolution.
What you will do
- Respond to incoming calls, emails and live chats from customers, such as general enquiries relating to Berry Bros. & Rudd products and services and complaint handling.
- Assist customers with their requests for wine/spirits, processing their orders and any gift card messages accordingly.
- Handle general customer queries and provide accurate advice in line with Berry Bros. & Rudd service offerings such as Events/BBX/Cellar Plan.
- Meet customer's needs in full while aiming to exceed their expectations at every opportunity.
- Take ownership of the customer enquiry, escalate, follow up, and fully resolve any complaints to a consistently high standard.
- Work closely with other departments to gain information to resolve customer queries.
- Capture and log all relevant information including written communications with customers accurately within the Company's systems such as CRM.
- Liaise with 3rd party carriers professionally and efficiently to resolve all customer delivery queries.
- Provide administrative, service and sales support for other internal departments.
What you will bring to the role
Experience / Achievements
Essential
- 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
- A proven track record of exceeding customers' expectations
- High degree of listening skills and ability to empathise with customers
- Ability to multi-task and work under pressure in a busy environment
- Computer literate with experience of all main Microsoft office packages
Desirable
- WSET Level 2 +
Your Skills, Knowledge and Behaviours
- A problem-solving approach allied to a desire to achieve the expected resolution to customers' issues or problems
- Organised with good administrative skills
- 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 required
We support our colleagues with a wide range of benefits: you will start with 24 days' holiday, and 3 additional days over the Christmas period and 1 Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.
Closing date: 7th October 2024
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.