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For Companies At a Glance
- Tasks: Provide top-notch support for clients, managing enquiries and ensuring satisfaction.
- Company: Join Decant Index, a leader in the wine and whisky investment marketplace.
- Benefits: Enjoy performance bonuses, a supportive team culture, and opportunities for growth.
- Why this job: Be the go-to person for clients, making a real impact on their experience.
- Qualifications: 1-2 years in customer support; experience with live chat or ticketing systems preferred.
- Other info: WSET qualification or interest in wine is a bonus!
The predicted salary is between 28800 - 48000 £ per year.
We’re looking for a proactive and client-focused Customer Service Executive to deliver world-class support for our high-value clients at Decant Index. In this role, you will be the first line of support for client enquiries, managing key relationships where no Account Manager or Director is assigned, and playing a critical role in maintaining satisfaction and loyalty.
Responsibilities:
- Act as the primary point of contact for all web chat enquiries and support requests received via the Decant Index marketplace.
- Deliver prompt and professional 1st and 2nd line support for all customer needs, including onboarding, technical questions, and investment-related queries.
- Manage client relationships where no Account Manager or Director is assigned, ensuring continuity of care and a premium service experience.
- Resolve issues efficiently, with the goal of reducing complaints and enhancing overall client satisfaction.
- Maintain service records and feedback loops to improve response times and identify common pain points.
- Meet clear service and satisfaction targets, with performance bonuses tied to successful issue resolution and retention outcomes.
Requirements:
- 1–2 years in a customer support, complaints handling or client retention role, ideally in financial services, marketplaces, or luxury sectors.
- Experience managing a support inbox, live chat systems, or ticketing platforms preferred.
- Commercial awareness and sound judgement when dealing with early exit requests or dissatisfaction.
- Passionate about delivering outstanding service and helping clients achieve a smooth, rewarding experience.
- WSET qualification or interest in wine and whisky investment is a plus.
Customer Training Support Advisor employer: Decant Group
Contact Detail:
Decant Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Training Support Advisor
✨Tip Number 1
Familiarise yourself with the Decant Index marketplace and its offerings. Understanding the products and services we provide will help you engage more effectively with clients and demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your customer service skills, particularly in handling complaints and managing client relationships. Consider role-playing scenarios with friends or family to practice your responses and improve your confidence.
✨Tip Number 3
If you have experience with support inboxes, live chat systems, or ticketing platforms, be ready to discuss specific examples of how you've used these tools to enhance customer satisfaction. This will show us that you're well-prepared for the role.
✨Tip Number 4
Demonstrate your passion for outstanding service by preparing examples of how you've gone above and beyond for clients in previous roles. This will highlight your commitment to delivering a premium service experience, which is crucial for this position.
We think you need these skills to ace Customer Training Support Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in financial services or luxury sectors. Emphasise any roles where you've managed client relationships or resolved complaints.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding service. Mention specific examples of how you've successfully handled client enquiries or improved customer satisfaction in previous roles.
Showcase Relevant Skills: Highlight skills that are crucial for the role, such as managing support inboxes, using live chat systems, and your ability to resolve issues efficiently. If you have a WSET qualification or interest in wine and whisky investment, be sure to include that too!
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is essential for a Customer Training Support Advisor.
How to prepare for a job interview at Decant Group
✨Showcase Your Customer Service Skills
Highlight your experience in customer support roles, especially in handling enquiries and resolving issues. Be ready to share specific examples of how you've successfully managed client relationships and improved satisfaction.
✨Demonstrate Proactivity
Since the role requires a proactive approach, prepare to discuss instances where you took the initiative to solve problems or enhance client experiences. This will show that you're not just reactive but also forward-thinking.
✨Familiarise Yourself with the Company
Research Decant Index and understand their marketplace, services, and client base. Being knowledgeable about the company will help you answer questions more effectively and demonstrate your genuine interest in the role.
✨Prepare for Technical Questions
Given the technical nature of the support you'll be providing, brush up on common queries related to onboarding and investment. If you have any knowledge about wine and whisky investments, make sure to mention it as it could set you apart from other candidates.
