Job Description

REAL LIFE ELF'S WANTED!

Want to join a friendly, well supported, fast paced, dynamic and hard working Customer Service team this festive season?

Fancy chatting with customers from all over the world and ensuring that their Christmas presents arrive safe and sound ready for present opening time?

Thrive on controlled chaos and working within a high functioning team that pulls rabbits out of hats and achieves the impossible on a daily basis?

Then look no further....We're looking for temporary Customer Relations Advisors to join the team for our peak Christmas Season!

Why Master of Malt?

We are a multi-award-winning online drinks retailer, with a particular passion for whisky, gin, and other premium spirits. Our true passion lies, however, in creating unexpected and un-rivalled delight for our consumers - and that's where you come in!

Team Service are responsible for a range of crucial functions - we are at the heart of MoM Towers, 365 days a year! We’re not just here to take calls or process customer orders though! We are focused and driven to deliver an exceptional and outstanding service experience. If you’re all about hitting targets and KPIs, this role is not for you. Our truly unique and refreshing approach to delivering extraordinary service is what we’re all about and we’re only looking for people who are passionate about this too.

• What are the shifts? Day shifts, Full Time, shift patterned so rotating across 7 days (including some, weekends and Bank Holidays on rotation)
• What's the contract? Fixed term, temporary contract covering peak up until 8 January 2027, with a chance to go permanent after this. Multiple start dates across September, October and November
• What you gonna pay me? £12.75 per hour + an additional £0.75 an hour retention bonus if you see out your contract.
• Sounds great! Where am I working? This is a hybrid role, partly from home but you will also be required to attend our offices in Tonbridge for training (full time for your first two weeks) and then minimum twice weekly for team days together - so will need to be within reach of Kent, those days will likely be Tuesday and Thursday. You will need to be a self-starter who is comfortable working autonomously / from home.
• What's the other things I need to know? No holidays must be scheduled between your joining date and the first week of January. You need to be available to work over the Christmas holidays and between Christmas and New Year's Eve.

If this has stoked your interest, then read on to find out just what you'll be doing in this role...

• You'll be learning a whole lot about whisky, gin and other spirits and in doing this you’ll be advising customers on the products we offer and supporting them in choosing the perfect bottle.
• We ship all over the world so you’ll be processing orders that come in from our customers, which will also include; payment processing, fraud assessing, customs declarations and figuring out the logistics of getting the goods to the customer.
• You’ll also be liaising with courier and logistical companies to ensure the successful delivery of the order and resolving any post dispatch delivery issues.
• We communicate with our customers via email, live chat, social media and the telephone and you’ll manage any enquiry (from recommendations to challenging complaints) via these platforms.
• You’ll be dealing with customers via third party sellers, such as Amazon, Ebay and Notonthehighstreet.com
• You’ll be making rational, consistent decisions regarding discounts and refunds according to the customer's situation.
• Working closely with other departments within the business.

Skills, experience and who we're looking for:

• Self-motivated, confident and consumer service focused. Always willing to go that extra mile and a nack at building rapport quickly, whether that be via phone, email, chat and beyond!
• Versatility to work in a team and independently.
• Previous customer service experience would be great, but if you genuinely care, want to help and love talking to people, that’s a great start!
• Amazing communication skills both written and verbal. If you do not know the difference between ‘you’re’ and ‘your’ then you need not apply!
• Be a team player that can multitask and adapt to a fast-paced and changing environment - someone who brings team spirit and enjoys supporting colleagues in a challenging environment.
• Tech savvy and able to pick up new programmes quickly.

You’ll need to be happy to work flexible shifts including weekends. We are open 7 days a week until late to support all of our international customers. We are looking for a Customer Relations Advisor to have a core shift pattern but to be very flexible when needed (will include weekends).

Ever imagined being a real life Christmas Elf?! We need you to come on board - Apply below!