Molson Coors Brewing Company

Customer Service Agent

1 week ago
Job ID
2017-9412
Burton Upon Trent
Staffordshire
Regional Location
burton

Job Advertisement

Customer Service Agent

 

Do you have proven experience of working in a fast-paced customer service environment? If so keep reading...

 

Molson Coors (Carling, Coors Light, Rekordelig, Cobra, Staropramen) are looking for a Customer Service Agent (CSA) to join our incredible organisation.

 

The role of a CSA is fast paced and challenging. But what role isn’t where you aim to exceed expectations and deliver incredible customer service daily?

 

Our CSA team spend 50% of their time supporting our customers over the phone and the other 50% helping schedule our Customer Technical Services team who deliver bar installations, maintenance and repairs across the UK. This mixes things up and makes every day a new challenge – you definitely won’t be bored!

 

The role of a CSA is critical to our business as we are the only brewery to have an in-house Customer Technical Service team, making us a truly innovative company. 

  

As a Customer Service Agent your key responsibilities will include:

  • First point of contact for internal and external customers in need of technical support.
  • Take responsibility for managing customer expectations, accurate and appropriate data entry, installation planning and exception handling.
  • Understand customer requirements through questioning and constructive challenge.
  • Managing Installation Requests;
    • Taking initial call / email requests
    • Accurate job logging
    • Agreeing on next steps with the customer whilst managing expectations
    • Seeing the call through to successful resolution
  • Maintenance logging;
    • Accurately log service calls
    • Offer on-line fault resolution where appropriate and agreeing on an SLA’s in line with customer requirements.
  • Data Accuracy;
    • Ensure appointment times, contact details and call notes are accurate so that subsequent scheduling and exception handling is fault free.

Who we’re looking for:

  • Proven experience of working in a fast-paced customer service environment.
  • Excellent listening and communication skills.
  • A track record of building exceptional customer relationships within a customer service environment.
  • The motivation to go above-and-beyond for our customers & clients.
  • Be able to demonstrate previous experience of taking ownership of and resolve complex issues in a timely manner.

Where are we?

You’ll be working in our Trent House offices just off the High Street in Burton on Trent. We have an onsite restaurant/cafe with Costa Coffee, free parking, staff shop, close proximity to a gym / leisure centre and of course an amazing employee bar!


Who are we?

At Molson Coors Brewing Company, our vision is simple – we seek to delight the world’s beer drinkers while securing our future as a top-tier global brewer.

 

Molson Coors Brewing Company UK (Ltd) is behind some of the country’s biggest and most established brands.

 

We boast Europe’s largest brewery and brew some 7 million barrels of beer a year. Available in over 30 countries, our brands include Carling, Grolsch, Coors Light, Worthington’s and White Shield, all of which are brewed by our exceptional people in locations throughout the UK.

 

We innovate in all that we do. Right now we’ve set our sights on becoming one of the 4 most profitable brewers in the world and are using our brand and people-power to get us there.

 

We’re committed to refining our established drinks and developing exciting new ones, creating brands that people love and giving talented, ambitious people the opportunity to prove what they can do in a competitive and exciting marketplace where the challenges – and rewards – come thick and fast.

 

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