Customer Experience Executive (Wine Jobs: Management & Administration)

  FINE+RARE Wines Ltd (http://www.frw.co.uk)

  Hong Kong, Central and Western

Who we are

Fine+Rare is one of the world's leading marketplaces for wines, spirits and collectible experiences. We have built an unparalleled network of producers, agents, reservists, and private clients by providing access to the wines and spirits held in the worlds greatest cellars and collections. We operate globally, with offices in Asia, Continential Europe, the UK and the US. We offer our customers a wide range of services, including global delivery, storage solutions, and the option to sell wines through our single marketplace platform.

Job Purpose

To drive and deliver exceptional customer experience across all elements of the customer journey; coordinating with stakeholders to articulate the value of a such an approach. In providing this service, you will deal with internal and external customer enquiries, order processing and be pro-active in resolving service problems.

This role will work in a team orientated, cross-functional environment and will liaise with counterparts across the global business to resolve issues and identify opportunities.

You will be a confident systems user so experience of using CRM and ERP systems is essential alongside supporting with the integration of the systems.

Key Responsibilities

• Manage client interaction at key touch points (onboarding, order confirmation, EP, logistics, delivery).
• Support with the integration and stabilisation of the company’s new technology stack (ERP, CRM, Catalogue and Portfolio systems). Continually identify opportunities to improve the customer experience and logistical processes within the systems.
• Provide support to the global offices in Asia and Continental Europe on exporting stock overseas.
• Ensure all client queries/complaints/issues (i.e., unavailable stock, logistics issues) are dealt with professionally, accurately and within set performance targets. Be proactive in liaising with peers and colleagues across the business to ensure the required resolution.
• Raise invoices for customer deliveries and process requests. Continually review current processes and provide ideas to improve efficiency and/or customer experience.
•  Identify and record service failure points when flagged by clients or internal users and raise them with management.
• Become a proficient user of our CX technology systems including CRM (Hubspot), Catalogue and SAP.

Person Specification 

• Demonstrable experience in a customer-facing role, ideally on the phone and/or email for a luxury brand.
• Thorough and detailed in processing of information (orders/complaints etc).
• Good knowledge of MS Office (Word, Excel, PowerPoint) and IT systems including CRM (HubSpot) and ERP solutions (SAP desirable).Excellent communication skills with strong attention to detail.
• Knowledge of import & export of goods would be an advantage.
•  Able to prioritise significant workload and resource them in response to changing demands and requirements.
• Curious with logical thinking to solve problems effectively.
• A quick learner with a high degree of accuracy and attention to detail.
• Ability to manage working under pressure and to meet tight deadlines.
• Fluent in English (French is desirable).
• Knowledge of wines and spirits would be advantageous.

Why work for us?

• Competitive salary
• Private medical insurance 
• Life insurance
• MPF
• Generous staff discount

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