Customer Service Advisor

About PerfectDraft

PerfectDraft is the ultimate home Beer experience. Our machine cools beer to a perfectly chilled consistent temperature. There are more than 40 beers available to serve with PerfectDraft from craft beers to Belgian Classics, Classic German Lagers to fruity brews. All served how the brewer intended.

PerfectDraft is at the forefront of ecommerce, technology and brewing. Our strategy has been to launch and grow the PerfectDraft brand, product range and customer base via our own Direct to Consumer eCommerce stores in Europe. These stores include Beer Hawk (UK), Hopt (Belgium, Germany, the Netherlands, Italy, Spain & Sweden) and Saveur Bière (France). We have created a pioneering and sustainable returns loop from breweries to consumers, and back again.

The PerfectDraft team operates within AB-InBev, the world’s leading global brewer. This means we have both the autonomy and agility to move fast, combined with the scale, expertise and financial backing to change the way people around the world drink beer at home.

Employing over 450 people worldwide, we have been on one hell of a ride for the last few years, and we are just getting started!

The Role:

The Customer Service Agent supports PerfectDraft’s customers and provides them with excellent service every time.

This role requires problem solving skills, patience and is for someone who really cares about our customers’ experience.

Reporting to the Customer Service Shift Leader, key responsibilities include:

● Provides accurate and timely responses to customer interaction via all customer contact channels

● Identifies and escalates customer complaints in accordance with company policy

● Identifies trends in customer interactions and escalates to CS managers where appropriate

● Take pride in your team’s excellence and support activities which reduce errors and maximise efficiencies

● Consistently achieve a performance appraisal score of 90% or above in all relevant areas

● Work with the wider teams to ensure KPI’s are met

● Performs routine administrative duties including outbound calls

● Contributes to continuous improvement within Customer Services and the wider business

● Shows excellent product and process knowledge, treating customers fairly across all communication channels

● Performs miscellaneous job-related duties as assigned

Sounds exciting right? Here’s what we are looking for:

● Knowledge of complaint handling techniques and customer services skills, with a strong ability to empathise

● Able to follow best practices and guidelines to ensure fairness and consistency

● Demonstrate high attention to detail at all times

● Highly proficient with using IT e.g. Laptops, Word, Excel, Slack

● You are able to understand, manipulate and interpret data and information to ensure you make the appropriate decisions

● You have excellent written communication skills

● Able to identify and solve problems as they occur

● Demonstrate a positive attitude, able to work flexibility and able to work under pressure to meet peak requirements

● You are self-motivated and have the determination to continuously improve and succeed

Shifts Available:

• Monday, Tuesday and Wednesday 07:30 - 18:00 and Sunday 9:00 - 17:00 (full time)
• Monday, Wednesday and Thursday 17:45 - 21:00 and Sunday 9:00 - 17:00 (part time)
• Tuesday, Wednesday and Friday 17:45 - 21:00 and Saturday 9:00 - 17:00 (part time)

Job Types: Full-time, Part-time, Permanent
Part-time hours: 37.5 per week

Salary: £10.42 per hour

Schedule:

• Overtime
• Weekend availability

COVID-19 considerations:
We have regular cleaners on site in the open offices, masks available to wear while on site, desk are spaced out for social distancing.

Experience:

• Customer service: 1 year (preferred)

Work Location: Remote