Master of Malt is a multi-award-winning online drinks retailer, with a particular passion for whisky, gin, and other premium spirits. Where our true passion lies, however, is in delivering extraordinary drinks experiences. This is less about flogging bottles and more about the process; how we aid learning and discovery, etc. It’s about connecting people with every drinks-related experience that can be conceived of, in the most delightful way imaginable.
Our team is made up of incredibly talented individuals across engineering, data, operations and marketing. We're an innovative and fast-paced business, and a truly unique place to work - full of great people and delicious drinks (over 16,000 different spirit lines, seriously!), which include our own award-winning brands. We want you to be part of it!
This is a truly exciting time to join our amazing company, working to change and innovate a very cool industry and to be a leader in how we build out the experience for our customers.
Working as a Customer Relations Advisor is more than taking calls and placing orders. Our service team is responsible for a range of crucial functions that make our business flow and keep our customers happy. You'll be learning a whole lot about whisky, gin and other spirits, dispatch and logistics and handling your own customer accounts, in addition to much more.
Hours: Full time, shift patterned across 7 days
Salary: £20,000
If this has stoked your interest, then read on to find out just what you'll be doing in this role.
- Managing queries via phone, social media, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must.
- Reviewing and processing orders.
- Identifying any errors or anything suspicious and resolving them as quickly and seamlessly as possible to avoid any hassle to the customer.
- Dealing with customers via third party sellers, such as Amazon and notonthehighstreet.com.
- Liaising with courier and logistics companies to ensure the successful delivery of orders.
- Interdepartmental communication and support.
- Advising customers on the products we offer and supporting them in choosing the perfect bottle.
Skills, experience and who we're looking for:
- Previous customer service experience would be great. But if you genuinely care and want to help and love talking to people, that’s a great start!
- Fluent written and spoken English – if you do not know the difference between ‘you’re’ and ‘your’ then you need not apply!
- Ability to build rapport with customers from across the globe over the phone, ensuring systems and procedures are followed.
- You're switched on and have confidence in your ability.
- Tech savvy and able to pick up new programmes quickly.
- A team player who can adapt to a fast-paced and changing environment.
- Highly disciplined, self-motivated, and service delivery focused. Always willing to go that extra mile.
- Happy to work flexible shifts - We are open 24/7 to support our worldwide customers to the max.
Why work for us?
Other than the standard benefits you'd expect to see from a business (think pension, cycle-2-work scheme, free eye care vouchers, childcare vouchers) we also offer…
Flexible working - We’re focused on productivity, not the clock. We’ll work with you to make sure you’re happy with how and when you work.
Free food - A hungry worker is not a happy worker. We stock our kitchens with what you need to get you through the day.
Free fancy coffee - George Clooney endorsed, no less...
A relaxed working environment - There are no suits and ties here (unless you insist).
A challenge - The opportunity to make a difference to the future of the business. It is our people who put us in the 2017 Sunday Times Fast Track 100.
Personal Days - Seven completely flexible personal days on top of your annual leave, because we all need a duvet day from time to time.
A healthy staff discount - On our world-class range. Just in case that makes a difference.
(Un)healthy irreverence - National pizza/doughnut/pie/lemonade/etc day? We got it covered.
To apply, please send us your CV and a cover letter, detailing your interest in + suitability for this role in our business. We look forward to hearing from you!