Customer Service Specialist

JOB OVERVIEW:
We are seeking a dedicated and experienced Customer Service Specialist to join our team. The successful candidate will play a key role in managing customer interactions, ensuring seamless booking processes, and elevating our overall customer service experience. This role is crucial in maintaining our reputation for outstanding service and fostering customer loyalty.
DUTY & RESPONSIBLE
1. Customer Interaction:
• Make phone calls to existing and potential customers, ensuring a personalized and positive experience.
• Respond promptly and professionally to customer inquiries, providing information about taproom availability, events, and promotions.
• Handle and resolve customer complaints or issues with efficiency and diplomacy.
2. Booking Management:
• Receive and process taproom booking requests.
• Coordinate with taproom managers to ensure accurate availability information.
• Confirm and communicate booking details to customers, providing necessary information for a smooth experience.
3. After-Service:
• Gather feedback from customers and analyze trends to improve service quality.
• Implement improvements based on customer feedback to enhance overall satisfaction.
• Resolve any post-event issues or concerns promptly.
4. Upscale Tele Sales:
• Utilize upselling techniques to promote additional services, memberships, or products during customer interactions.
• Find, develop, and maintain strong relationships with key decision-makers across targeted companies.
• Collaborate with the commercial team to identify opportunities for upselling and cross-selling.
5. Brand Ambassador:
• You will be required to undertake a fast-track training program to enhance your knowledge and expertise of craft beer (beer process, ingredients used etc) in Vietnam and become an expert in the products and history of Pasteur Street craft beer company (a comprehensive training and induction course will be provided by the CEO)
• Be able to answer customer questions on our products and history and taproom offerings for private parties.
• Together with other members of the commercial team, represent Pasteur Street Craft Beer at industry networking events, customer events and trade shows, to enhance brand visibility and build valuable relationships.