Customer Relations Advisor

WANTED – Customer Relations Advisor / Champion of all things Consumer Delight

Want to join a friendly, well supported, fast paced, dynamic and hard working Customer Service team on a permanent basis?

Fancy chatting with customers from all over the world and ensuring that their orders arrive safe and sound and that they have a spirits buying journey full of unexpected and un-paralleled delight?

Thrive on controlled chaos and working within a high functioning team that pulls rabbits out of hats and achieves the impossible on a daily basis?

Why Master of Malt?

We are a multi-award-winning online drinks retailer, with a particular passion for whisky, gin, and other premium spirits. Our true passion lies, however, in creating unexpected and un-rivalled delight for our consumers – and that\’s where you come in!

Team Service are responsible for a range of crucial functions – we are at the heart of MoM Towers,, 365 days a year! We’re not just here to take calls or process customer orders though – We are focused and driven to deliver an exceptional and outstanding service experience.

If you’re all about hitting targets and KPIs, this role is not for you. Our truly unique and refreshing approach to delivering extraordinary service is what we’re all about and we’re only looking for people who are passionate about this too.

• What\’s the contract? Full time, 40 hours per week (working 8 hours per shift)

• What are the shifts? Hours scheduled between 8am and 10pm (normally only once a week). Please note that some weekend and Bank holiday hours required on rotation.
• Sounds great! Where am I working? This is a hybrid role, partly from home but you will also be required to attend our offices in Tonbridge for training (full time for your first two weeks) and then minimum twice weekly for team days together – so will need to be within reach of Kent, those days will likely be Tuesday and Thursday. You will need to be a self-starter who is comfortable working autonomously / from home.

If this has stoked your interest, then read on to find out just what you\’ll be doing in this role…

• You\’ll be learning a whole lot about whisky, gin and other spirits and in doing this you’ll be advising customers on the products we offer and supporting them in choosing the perfect bottle.
• We ship all over the world so you’ll be processing orders that come in from our customers, which will also include; payment processing, fraud assessing, customs declarations and figuring out the logistics of getting the goods to the customer.
• You’ll also be liaising with courier and logistical companies to ensure the successful delivery of the order and resolving any post dispatch delivery issues.
• We communicate with our customers via email, live chat, social media and the telephone and you’ll manage any enquiry (from recommendations to challenging complaints) via these platforms.
• You’ll be dealing with customers via third party sellers, such as Amazon and notonthehighstreet.com
• You’ll be making rational, consistent decisions regarding discounts and refunds according to the customer\’s situation.
• Working closely with other departments within the business.

Skills, experience and who we\’re looking for:

• Self-motivated, confident and consumer service focused. Always willing to go that extra mile and a knack at building rapport quickly, whether that be via phone, email, chat and beyond!
• Versatility to work in a team and independently.
• Previous customer service experience would be great, but if you genuinely care, want to help and love talking to people, that’s a great start!
• Amazing communication skills both written and verbal – if you do not know the difference between ‘you’re’ and ‘your’ then you need not apply!

• Be a team player that can multitask and adapt to a fast-paced and changing environment – someone who brings team spirit and enjoys supporting colleagues in a challenging environment.
• Tech savvy and able to pick up new programmes quickly.

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 different, so we’re focused on productivity and output rather than when or where you work, or what you wear into the office – you can come in fancy dress for all we care! This means that although we can’t promise anything, flexible working options are built into our DNA.

We don’t sit still, and there’s a lot more to come… Apply now if you want to join us.

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