Customer Services Administrator

Speciality Drinks Ltd
London, UK
Competitive salary
Full Time
Job posted
June 15, 2017
Closing date
15 Aug 2017

Overall objective of role

To provide excellent customer service standards, maintaining high customer satisfaction at all times.

To act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.


Primary Duties and Responsibilities

  • manage high volume of incoming calls from customers within agreed time scales
  • identify and assess customer needs to ensure satisfaction on orders placed
  • liaising with courier companies where service level agreements (SLA’s) have not been met
  • deal with issues relating to damaged products, incorrect orders as well as delayed or lost packages
  • advise and request instruction for all out of stock items
  • follow up on payment issues
  • provide accurate, valid and complete information by using the right methods/tools
  • handle complaints, provide appropriate solutions and alternatives within agreed time scales, ensure complaints are managed through to resolution
  • assist customers on selecting products most appropriate to their needs & occasion
  • upsell products where possible
  • manage customer contact through the medium of telephone calls, electronically and face to face
  • provide pricing and delivery information in a clear and accurate manner
  • perform customer verifications
  • record details of inquiries, comments and complaints, recording details of actions taken and ensure reporting of any issues to the Team Leader
  • ensure necessary and timely communication and co-ordination of customer requirements is dealt with via internal departments.
  • follow up on customer reviews through Trustpilot and Google review sites.


Key skills and knowledge:


  • confident telephone manner
  • excellent verbal and written communication skills
  • previous experience of working as part of team in a busy customer service environment
  • demonstrate a tenacious, pragmatic approach to problem solving
  • ability to remain calm under pressure, remaining professional at all times
  • demonstrate a proactive and ‘can do attitude’
  • friendly and tactful personality
  • ability to handle complaints and deal with irate customers
  • planning and organising own work load
  • accurate and detail conscious
  • excellent IT skills including Excel and Microsoft packages.



  • experience of using a CMS/ERP system, (Defacto)
  • spirits, drinks background or knowledge of the drinks industry would be advantageous.


Speciality Drinks Group 

Speciality Drinks is a fast-growing and world-renowned international spirits company. Our retail arm The Whisky Exchange operates an award-winning website along with a flagship shop in Covent Garden. We also create, blend and bottle new products to sell around the world; we distribute and build brands; we wholesale to the finest bars, restaurants and hotels; we boast an industry-leading auction site; we have an online magazine devoted to Scotch whisky; we organise the world-renowned London Cocktail Week; and we are responsible for the UK’s leading Whisky show. We pride ourselves on our imagination, creativity and ability to source and sell fantastic spirits from across the globe.

Being part of the Speciality Drinks Group means you’ll be working with some of the very best people in the drinks industry and be part of a fast-growing team that is passionate about everything we do. We’re a family-owned and managed business and look after everything in-house – from website development, design and marketing to technology, customer service and global distribution.

We’re looking for bright, motivated, creative people who share our passion for excellence, innovation and delivering great customer service. In return we can offer an exciting, fast-moving, varied environment with great opportunities for career progression.

Apply for Customer Services Administrator

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