WANTED - Assistant Retail Service Manager/ Champion of all things Consumer Delight
Join a friendly, well-supported, fast-paced, dynamic, and hardworking Customer Service team on a permanent basis.
Engage with customers worldwide, ensuring their orders arrive safely and their buying journey is filled with delight.
Thrive in a controlled chaos environment within a high-functioning team that achieves the impossible daily.
Why Master of Malt?
We are an award-winning online drinks retailer passionate about whisky, gin, and premium spirits, dedicated to creating unmatched delight for our customers.
Our Team Service handles crucial functions at MoM Towers, 365 days a year, focusing on delivering exceptional service beyond just taking calls or processing orders.
If you focus on targets and KPIs, this role may not be suitable. We value a unique approach to service excellence and seek passionate individuals.
* Contract: Full-time, 40 hours/week (8-hour shifts)
* Shifts: Between 8am and 10pm, once a week; some weekend and bank holiday hours on rotation.
* Location: Hybrid role, partly from home, with training and team days in Tonbridge, Kent. Must be self-motivated and comfortable working autonomously.
Role responsibilities include:
* Supporting and managing a team of Customer Relations Advisors.
* Managing daily operations and task distribution.
* Training new team members.
* Handling escalated complaints and resolving complex issues.
* Addressing errors and suspicious activities promptly.
* Communicating with third-party sellers like Amazon.
* Supervising 3PL brands and ensuring SLA adherence.
* Coordinating with couriers for logistical issues.
* Ensuring team compliance with international shipping and documentation.
* Collaborating with other departments such as Fulfilment, Warehouse, and Marketing.
* Responding to customer inquiries across multiple channels.
* Deciding on discounts and refunds appropriately.
* Representing the CS team in stakeholder meetings.
* Performing ad hoc tasks as delegated.
Desired skills and experience:
* Self-motivated, confident, and customer-focused with excellent rapport-building skills.
* Proven supervisory experience.
* Experience leading a team in the manager's absence.
* Excellent written and verbal communication skills.
* Team player capable of multitasking in a fast-changing environment.
* Tech-savvy and quick to learn new programs.
We foster curiosity and offer opportunities to grow creatively alongside talented colleagues. Our environment is transparent and honest, built on trust, with flexible working options and a focus on productivity over hours or dress code.
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