Customer Experience Specialist

About the role

As a Customer Experience Specialist in the Customer Success Centre, you will be the first point of contact for inbound queries across Asahi's alcohol and non‑alcohol portfolio. You will handle phone, chat and email interactions, delivering a seamless experience while representing the Asahi brand.

Key responsibilities

• Manage inbound customer queries via phone, chat and email, aiming for first‑call resolution.
• Accurately input and process orders using SAP and Salesforce.
• Address a wide range of issues including accounts, deliveries, pricing, logistics and new account set‑up.
• Collaborate with Logistics, Supply, Credit and Sales teams to ensure smooth service flow.
• Support online enquiries and work with B2B support services to resolve issues.
• Achieve individual and team targets against CSC KPIs, including service and resolution metrics.
• Assist with migration of customers to omni‑channel platforms as part of the digital strategy.

Required profile

• Previous contact‑centre or customer‑service experience, preferably in banking, insurance, logistics or FMCG.
• Strong resilience and confidence handling complaints and high‑pressure calls.
• Excellent problem‑solving ability with attention to detail and data‑entry accuracy.
• Organised, able to meet service targets and work within set shifts and hybrid office days.

Required skills

• Proficiency with SAP (essential).
• Experience with Salesforce (advantageous).