Private Clients Customer Service

You will be the first point of contact for customers reaching out to Honest Grapes. You will deliver excellent service to new and existing clients to ensure the company's ethos and sense of 'club' is felt by the customers. The ideal candidate will have excellent customer facing skills and be full of energy and proactivity.

Daily tasks include:

· Dealing with both inbound and outbound contacts via written, electronic, and verbal communication with our customers to ensure we maintain our high standards of service.

· Passing on customer queries to sales team/other team members

· Processing orders, including both Duty-Paid and In-Bond orders.

· Working with the logistics team to ensure orders are dispatched on time and any issues are identified and resolved

· Continually monitoring performance on behalf of the customers against formal and informal SLAs and taking action to prevent and correct non-performance

· Development and deliver monthly customer service KPI reports to senior management, with actionable items for continuous improvement.

· Proactively managing issues and risks to avoid customer complaints, and escalations

· Working with others in the team to improve quality across the company

· Conducting service reviews and delivering service reporting

· Maintaining and developing customer relationships

· Dealing with couriers and shipping agents

· Tracking orders to ensure deliveries are made

· Managing customer-related projects

· A track record of driving customer success, while fostering and driving a culture of customer-centricity.

· Excellent organising and time management skills.

· A hands-on approach and willingness to get involved

· Proven success in working to Service or Experience Level Agreements ideally within a Service Delivery organisation.

· Wine Knowledge (desirable)

· Good understanding and use of Microsoft Office Applications