Customer Service Representative
Role Description

Role description

A Customer Service Representative in the whisky industry, handles customer interaction for an organisation or company. Their top duties include resolving customer complaints after-sales, responding to phone call and email requests and maintaining customer service records.

What would you be doing?

Customer Service Representatives are responsible for providing assistance to a company’s customers or clients. They will need to fulfil the following important duties to excel at their job:

  • Raising support tickets to enable tracking and resolution of customer whisky products requests
  • Investigating and resolving customer complaints then closing support tickets
  • Maintaining a database of whisky purchases and sales
  • Escalating inquiries to the appropriate team, when necessary
  • Checking products or service availability with distilleries when appropriate
  • Assisting customers with registration or account creation
  • Passing customer feedback onto the product or sales team to improve the organisation’s offerings

What is expected from you?

A successful Customer Service Representative candidate will have various prerequisite skills and qualifications that typically include:

  • Excellent interpersonal and active listening skills
  • Clear communication skills and a strong command of the English language
  • Strong attention to detail
  • Whisky knowledge
  • Working knowledge of customer relationship management (CRM) tools
  • Ability to work well in a team
  • Multitasking skills and good organisational abilities
  • In-depth knowledge of customer relationship management (CRM) principles
  • Ability to work calmly under high-stress situations

What about the pay?

CSRs can earn between £20,000 to £32,000, depending on experience.

What qualifications do I need?

No qualifications needed for this role, as long as you completed a secondary school education. CS can be started as a career from varied background, but obviously, having previous experiences in Customer service, tourism, Guest experience, hospitality, etc. is an advantage.

What about further training?

The best training will be to learn from your seniors and practise. Very often, CSRs get a good training base when starting. Depending on the size of the business, you have possibilities to evolve within, learn new skills and deepen into the knowledge of what you can provide and anticipate in customer care.

Anything else I need to know?

A CSR need to be empathic, as some customers can be very demanding, but it can be a rewarding job when solving an issue. It is also a good position to start in a company and learn from there.

Related Case Studies

The Scotch Whisky Association

Edinburgh HQ:
Quartermile Two, 2 Lister Square, Edinburgh EH3 9GL
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