• 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 consistent 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
• A problem-solving approach allied to a desire to achieve the expected resolution to customers’ issues or problems
• Ability to understand sophisticated systems and good problem solving ability
• 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 the need arises

Desirable

• We are currently recruiting for a Customer Relationship Executive based in London, reporting to the Customer Relationship Manager for the J&B side of our business
• In this role, you will be responsible for ensuring that outstanding customer service is consistently delivered to both private clients and on trade customers by taking complete ownership of all inbound enquiries and pro-actively working towards their timely and efficient resolution, and to support the private client sales team, the on trade sales team and the Hong Kong private client sales team
• Respond to incoming calls, emails and web enquiries from customers such as general enquiries relating to Justerini & Brooks products and services, complaint handling, wine advice and new order requests
• Meet customer needs in full whilst also striving to exceed their expectations at every opportunity
• Take ownership of the customer enquiry, increase, follow up and fully resolve any complaints to a consistently high standard
• Work closely with other departments to gain information to assist in resolving customer queries
• Assist customers with their requests for wine/spirits, processing their orders and any other instructions accordingly
• Handle general customer queries and provide accurate advice in line with Justerini & Brooks service offerings such as Events/Cellarers
• Liaise with warehousing providers expertly and efficiently to resolve all customer delivery queries
• Provide administrative, service and sales support for other internal teams