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For Companies At a Glance
- Tasks: Be the go-to person for client queries and provide top-notch support.
- Company: Join Decant Index, a leader in wine and whisky investment services.
- Benefits: Enjoy performance bonuses, a supportive team, and opportunities for growth.
- Why this job: Make a real impact by enhancing client satisfaction and loyalty.
- Qualifications: 1-2 years in customer support; strong communication and empathy skills required.
- Other info: WSET qualification or interest in wine is a bonus!
The predicted salary is between 28800 - 43200 £ 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.
Key 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.
- Take full ownership of early exit requests, working sensitively with clients to understand their needs and retain their confidence.
- Resolve issues efficiently, with the goal of reducing complaints and enhancing overall client satisfaction.
- Track all interactions and ensure follow-ups are conducted in a timely, helpful, and consistent manner.
- Escalate more complex investment issues to senior team members while maintaining oversight of client outcomes.
- 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.
- Champion the voice of the customer internally, sharing insights and feedback to improve processes and product offerings.
Key Skills & Experience
- 1–2 years in a customer support, complaints handling or client retention role, ideally in financial services, marketplaces, or luxury sectors.
- Strong communication and empathy skills, with the ability to manage sensitive or high-pressure client conversations with confidence.
- Experience managing a support inbox, live chat systems, or ticketing platforms preferred.
- Calm under pressure, highly organised, and able to manage multiple clients' needs simultaneously.
- 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 Service Advisor employer: Decant Group
Contact Detail:
Decant Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service 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 with clients more effectively and demonstrate your commitment to delivering exceptional service.
✨Tip Number 2
Brush up on your communication skills, especially in handling sensitive conversations. Practising active listening and empathy will prepare you for the high-pressure client interactions that are crucial in this role.
✨Tip Number 3
Gain experience with live chat systems or ticketing platforms if you haven't already. Familiarity with these tools will not only make you more efficient but also show us that you're ready to hit the ground running.
✨Tip Number 4
Stay updated on trends in the financial services and luxury sectors. This knowledge will enhance your commercial awareness and judgement, particularly when dealing with client concerns about investments or early exit requests.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support or client retention roles. Emphasise any specific achievements or metrics that demonstrate your ability to enhance client satisfaction and manage relationships effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding service. Mention your experience with managing client enquiries and how you can contribute to maintaining high satisfaction levels at Decant Index.
Showcase Relevant Skills: Highlight your strong communication and empathy skills in your application. Provide examples of how you've successfully handled sensitive client conversations or resolved complaints in previous roles.
Prepare for Potential Questions: Anticipate questions related to your experience in customer service, particularly in high-pressure situations. Be ready to discuss how you would handle early exit requests and maintain client confidence.
How to prepare for a job interview at Decant Group
✨Showcase Your Communication Skills
As a Customer Service Advisor, strong communication is key. Be prepared to demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from your past experiences where you successfully managed client conversations, especially in high-pressure situations.
✨Demonstrate Empathy and Understanding
This role requires a high level of empathy, especially when dealing with sensitive client issues. During the interview, share instances where you effectively handled difficult conversations or resolved complaints, highlighting your ability to understand and address client needs.
✨Familiarise Yourself with the Company and Industry
Research Decant Index and the financial services sector, particularly focusing on marketplaces and luxury sectors. Being knowledgeable about the company’s offerings and the industry will show your genuine interest and help you answer questions more effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle client requests. Practice responses to common scenarios, such as managing early exit requests or resolving technical issues, to demonstrate your proactive approach and critical thinking.
