Customer Service Executive (Temp to Perm)

Customer Service Executive (Temp to Perm)

As a Customer Service Executive, you will play a pivotal role in delivering exceptional service and support to our customers. You will be responsible for ensuring every customer interaction is handled with professionalism, accuracy, and a commitment to continuous improvement.

Key Responsibilities:

Call Handling and Customer Support:

• Respond promptly and courteously to inbound and outbound customer calls.
• Capture and process customer orders accurately within agreed timeframes.
• Take full ownership of customer enquiries, ensuring effective resolution and appropriate escalation when required.
• Handle consumer complaints with empathy and professionalism, maintaining and strengthening Nectar’s reputation for world‑class service.
• Conduct follow-up and care calls to enhance customer experience and satisfaction.
• Maintain accurate call logs and proactively follow up with customers to support order placement.
• Promote and guide customers through the online ordering process where appropriate

Order Processing:

• Process orders received via phone, email, web, and internal systems in line with company procedures.
• Ensure timely routing of special orders and pre-orders once stock becomes available.
• Manage stock shortages, proactively updating customers and adjusting orders ahead of scheduled delivery

Upselling and Sales Support:

• Maximise sales opportunities by recommending relevant products, offers, and alternatives.
• Support sales by introducing new products and categories aligned with current promotions.
• Continuously build and maintain product knowledge using internal resources, the company website, brochures, and marketing materials

Customer Retention and Communication:

• Maintain regular communication with account managers to share customer insights, feedback, and potential opportunities.
• Lead the account retention and lost accounts process, identifying early indicators of customer churn and taking proactive action.
• Investigate lost accounts, analyse root causes, and provide clear insights to Business Development Managers to support future strategy

Internal Collaboration:

• Work closely with internal teams to resolve customer issues and support seamless service delivery.
• Ensure consistent communication across departments to uphold service standards and customer expectations

Required Skills & Competencies

Technical Skills

Microsoft Excel:
Ability to use Excel for order tracking, customer data management, basic reporting, and analysis (e.g., sorting/filtering data, using formulas, updating spreadsheets).

Microsoft Teams:
Confident using Teams for communication, meetings, file sharing, and collaboration with internal teams.

Strong understanding of CRM and order processing systems (training provided)

Core Competencies

• Excellent verbal and written communication skills.
• Strong problem‑solving abilities with a customer‑centric mindset.
• High attention to detail and accuracy in data entry and order processing.
• Ability to multitask and manage competing priorities in a fast‑paced environment.
• Positive, professional attitude with a commitment to delivering exceptional service

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs.  We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.